Service Delivery Manager Job Description
This Service Delivery Manager job description explains responsibilities, key skills, career routes, CV guidance and related logistics roles.
Thinking about a career as a Service Delivery Manager? This role sits at the centre of transport and warehousing operations, ensuring services are delivered safely, on time, and to the standard customers expect. Here, we’ll walk through what a Service Delivery Manager does day-to-day in a logistics setting, how to become one, what to include on your CV, and alternative roles worth considering across transport, warehousing, and third-party logistics (3PL).
What Is a Service Delivery Manager?
A Service Delivery Manager in logistics is responsible for the end-to-end delivery of contracted transport and warehousing services, acting as the link between customers, internal teams, and external carriers. The role focuses on meeting Service Level Agreements, Key Performance Indicators, and compliance standards, tracking measures such as On-Time-In-Full, cost per drop, claims rate, Proof of Delivery timeliness, pick accuracy, dock-to-stock time, and vehicle utilisation.
Day to day, you review previous shift performance, lead service huddles with Transport Managers, Planners, and Warehouse Supervisors, and agree actions to protect the daily plan. You’ll monitor live operations through Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and telematics, managing issues such as traffic delays, late inbound loads, or site access problems. You coordinate recovery actions including route changes, resequencing, driver swaps, or sourcing additional vehicles, while keeping customers updated with accurate ETAs and incident summaries.
Continuous improvement is a core responsibility. You analyse performance trends, lead root cause reviews, and implement corrective and preventive actions to remove recurring issues, improve flow, and control cost. You support commercial activity through change control, service credit validation, and monthly performance reviews.
Safety and compliance underpin all activity. You ensure adherence to Drivers’ Hours, Working Time Regulations, roadworthiness processes, and site safety standards.
How to Become a Service Delivery Manager?
Many Service Delivery Managers progress from Transport Supervisor, Transport Planner, Warehouse Supervisor, Customer Operations Lead, or Account Coordinator roles, gaining experience in exception handling and customer communication. A degree is not essential, though qualifications in logistics, supply chain, business, or operations are beneficial.
What to Put on a Service Delivery Manager CV
Your CV should show that you can protect service, influence stakeholders, and improve results. Make sure to highlight system proficiency (e.g., TMS, WMS, telematics/GPS, dashboards/BI tools, Excel). Evidence your role in incident management and how you dealt with issues. Soft skills matter too, so it is important to showcase your communication, calm decision-making, negotiation and team leadership skills. Use metrics wherever you can for example: “raised OTIF from 94.2% to 97.1% in six months by resequencing late window drops”.
Similar Jobs to Service Delivery Manager
Service Delivery Managers build a versatile skill set that transfers across transport, warehousing, and wider operations leadership. Some similar roles that you might consider include Demand Planning Manager, Distribution Manager, or Supply Chain Managers. These roles offer strong responsibilities across the logistics and supply chain sector, using your understanding of processes, people management, and problem solving to manage complex deliveries and meet KPIs.
Other Jobs in Logistics and Supply Chain
If you’re looking to explore your opportunities in the logistics and supply chain sector or planning your next career move, there are plenty of other jobs available to Service Delivery Managers. Roles with overlapping responsibilities include Transport Manager, Logistics Manager, Warehouse Manager or Customer Operations Manager. For those who enjoy data and process optimisation, adjacent paths include Continuous Improvement Lead, Logistics Analyst, or Network Planner. Each role relies on strong stakeholder management, a firm grasp of KPIs, and the ability to turn operational insight into tangible results across retail, ecommerce, FMCG, manufacturing, and 3PL.
Apply for Service Delivery Manager Jobs Near You
Logistics focused Service Delivery Manager roles are widely available across the UK wherever there are regional distribution centres, parcel hubs, 3PL depots, and own account fleets. Employers include national retailers and wholesalers, parcel networks, FMCG manufacturers, and logistics providers. Whether you prefer a single site role embedded in daily transport/warehouse operations or a multisite remit with regular reviews and improvement projects, there are opportunities to match different experience levels and shift patterns. Top locations hiring Service Delivery Managers include London, Birmingham, Manchester, and Salford.
Service Delivery Manager Job Description FAQ
Is a Service Delivery Manager a Good Career Choice?
Yes. It’s a strong option if you want responsibility, variety, and clear progression. You’ll gain experience across transport, warehousing, customer engagement, and data driven improvement. These skills open doors to senior roles in operations and supply chain leadership.
What Skills Does a Service Delivery Manager Need in Logistics?
You’ll need confident stakeholder communication, solid understanding of transport and warehouse processes, and the ability to read performance data and act quickly. Familiarity with SLAs/KPIs, TMS/WMS, telematics, and compliance basics like drivers’ hours and site safety will set you apart. Leadership, prioritisation, and calm problem-solving are essential.
What Are the Biggest Challenges of Being a Service Delivery Manager?
Common challenges include balancing cost vs. service, recovering from issues such as traffic, breakdowns, late inbound stock, and driving improvement across teams with competing priorities. Success depends on clear communication, practical root cause fixes, and building repeatable, resilient processes.
What Personal Qualities Make a Great Service Delivery Manager?
Great Service Delivery Managers are proactive, organised, and steady under pressure. They listen well, communicate clearly, and bring teams together around the plan. A continuous improvement mindset can also make a real difference.
