Service Delivery Manager

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships.

CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.

The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.

About the role

The Service Delivery Manager is accountable for overseeing daily call centre operations to ensure service performance targets and contractual SLAs are consistently met. The role is responsible for workforce scheduling, performance monitoring, process implementation, and ensuring compliance with company policies and labour regulations. In addition, the Service Delivery Manager acts as the primary escalation point for operational issues, prepares regular performance reports, and provides coaching and supervision to maintain a motivated and high-performing team. This position plays a key role in driving operational efficiency, service quality and client satisfaction.

Key responsibilities include:

• Oversee daily operations, ensuring performance targets and SLAs are consistently achieved
• Monitor and analyse call centre performance data (e.g., call volume, handling time, agent productivity, service level) to identify trends, risks, and opportunities for improvement
• Prepare and present regular performance reports and analysis
• Own workforce scheduling to ensure optimal staffing coverage across shifts in line with business demand
• Lead the implementation of new processes, tools, and projects to enhance operational efficiency and service quality
• Work closely with Team Leads to set achievable performance goals for agents, ensuring alignment with overall call centre objectives
• Act as the primary escalation point for operational issues, ensuring prompt and effective resolution
• Ensure compliance with company policies, procedures, and applicable labour laws and regulations
• Coach, mentor, and supervise staff to foster a high-performing, motivated, and engaged workforce
• Conduct regular audits of employee records to ensure compliance with internal policies and external regulations
• Serve as the point of contact for compliance-related inquiries and manage any audits or inspections
• Drive a culture of continuous improvement, learning, and accountability across the team
• Prepare and process monthly payroll for call centre agents, ensuring accuracy and adherence to company policies and relevant labour laws
• Gather and verify payroll information, including hours worked, overtime, bonuses, and deductions, to ensure accurate payroll processing
• Prepare payroll reports and summaries for management review, providing insights and analysis as needed
• Ensure all operational processes are clearly documented and regularly updated in systems such as Asana and the Agent Guide
• Coordinate agent recruitment activities according to operational needs and hiring forecasts – together with Team Leads

We are looking for:

• Proven experience in call centre or service delivery management
• Strong analytical skills with the ability to interpret performance data and drive insights
• Excellent leadership and people management skills, with a track record of motivating and developing teams
• Strong problem-solving and decision-making abilities
• Exceptional communication and stakeholder management skills
• Solid knowledge of workforce planning, scheduling, and labour regulations
• Experience with process improvement and project implementation
• Proficiency in tools such as Asana (or similar task/project management software)

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.

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