Service Delivery Manager
Fixed Term ContractJob Overview
Buyagift and Red Letter Days are the UK’s leading gift experience provider. We’re all about turning special moments into extra-special memories. With a gifting range of 4000+ experiences from spa days and skydives to gourmet treats and once-in-a-lifetime adventures, we make it easy to give the gift of wow. 🎁
As part of the Moonpig Group, we’re proud to share that our vision is to become the most trusted platform in the UK gift experience market. Our mission is to spread happiness through thoughtful, joy-filled experiences. People are at the heart of everything we do. Since joining the Moonpig Group in 2022, we’ve been powered by strong values, bold ideas and a shared passion for making a real difference. Here, you’ll have the chance to shape the kind of experiences people never forget – and help us build connections that truly matter.
📍Remote | 💰Competitive Salary + Benefits | Fixed Term 6 months
About the role
We’re looking for a proactive and collaborative Service Delivery Manager to support our Operations Manager and ensure a smooth transition to a new BPO partner. This is a key role in our Customer Service team, ensuring that day-to-day operations continue to run like clockwork while driving improvements across people, processes, and performance.
You’ll provide operational oversight, coach BPO team leaders, support new team members like our QA Assistant, and lead on escalations and complex cases when needed. If you thrive in fast-paced environments, love helping others grow, and have a passion for delivering outstanding customer experiences, we’d love to hear from you.
Buyagift and Red Letter Days are the UK’s leading gift experience provider. We’re all about turning special moments into extra-special memories. With a gifting range of 4000+ experiences from spa days and skydives to gourmet treats and once-in-a-lifetime adventures, we make it easy to give the gift of wow. 🎁
As part of the Moonpig Group, we’re proud to share that our vision is to become the most trusted platform in the UK gift experience market. Our mission is to spread happiness through thoughtful, joy-filled experiences. People are at the heart of everything we do. Since joining the Moonpig Group in 2022, we’ve been powered by strong values, bold ideas and a shared passion for making a real difference. Here, you’ll have the chance to shape the kind of experiences people never forget – and help us build connections that truly matter.
📍Remote | 💰Competitive Salary + Benefits | Fixed Term 6 months
About the role
We’re looking for a proactive and collaborative Service Delivery Manager to support our Operations Manager and ensure a smooth transition to a new BPO partner. This is a key role in our Customer Service team, ensuring that day-to-day operations continue to run like clockwork while driving improvements across people, processes, and performance.
You’ll provide operational oversight, coach BPO team leaders, support new team members like our QA Assistant, and lead on escalations and complex cases when needed. If you thrive in fast-paced environments, love helping others grow, and have a passion for delivering outstanding customer experiences, we’d love to hear from you.
Key Responsibilities:
- Support the Operations Manager in transitioning services to the BPO partner
- Act as the go-to contact for the BPO team, ensuring smooth knowledge transfer and embedded processes
- Oversee daily campaign delivery, ensuring SLA, KPI, and customer satisfaction targets are met
- Coach BPO team leaders and address knowledge or process gaps quickly
- Improve internal processes to drive efficiency
- Mentor the new Quality Assurance Assistant and align on quality standards
- Monitor QA outputs and support improvements with internal and BPO teams
- Step in for the Operations Manager during absences and lead on escalations
- Share insights to improve performance and customer experience
- Identify and escalate risks with mitigation plans
About You:
- Experienced in customer service operations, ideally in a BPO or outsourced environment
- Confident supporting teams to deliver consistent, high-quality service
- Comfortable stepping into leadership when needed
- Great at managing stakeholders and communicating clearly
- Skilled in process improvement and quality assurance
- Analytical and data-driven in decision making
- Bonus points if you’ve supported BPO onboarding or QA/training functions
What’s in it for you?
We believe in empowering our team to do their best work. Enjoy:
💸 Competitive Pay & Bonuses: Plus generous pension plans, staff discounts, and share schemes.
💆🏾♀️ Wellbeing First: Private healthcare (UK), dental, life insurance, mental health support, and dog-friendly offices.
🏖️ Flexible Working & Time Off: Generous holidays, hybrid working (unless specified otherwise, 2 days a week in the office), and opportunities for international working.
📈 Career Growth: Learning allowances, coaching, and development programs.
🤝 Recognition & Giving Back: Regular awards, charity support, length of service awards, and volunteering days.
Want to see more?
Check out our Linked In pages below:
Our Ways of Working:
We trust you to do what’s right, providing flexibility to balance work and life. We believe in giving you permission to innovate and focus on delivering meaningful results. We understand that effective ways of working are unique to each individual, role, and team, and we’re committed to supporting and discussing your specific needs throughout the interview process and beyond. Unless specified otherwise, most of our team works from the London office 2 days per week as part of our hybrid approach.
Moonpig Group's Commitment to Equality, Diversity, and Inclusivity:
At Moonpig Group, we’re all about creating a workplace where everyone feels they truly belong. We celebrate what makes each of us unique, whether that’s our background, how we work best, or what matters most to us.
From working parents who need flexible hours to neurodiverse colleagues with specific working styles, we’re here to support our people in ways that work for them. Because when you feel valued and included, you can thrive, and so can we.
We’re proud to have a number of employee-led groups driving this forward, including our LGBTQ+, Gender Balance, Neurodiversity and EMBRACE (Educating Myself for Better Racial Awareness and Cultural Enrichment) communities, plus our Group-wide EDI committee. These teams help make sure every voice is heard and every idea has a place.
We know that diversity fuels creativity, innovation and connection, and that’s why we’ll keep pushing for progress. Together, we’re building a culture where everyone feels safe, supported, and free to be their brilliant, authentic selves.
If you have a preferred name, please use it to apply and share your pronouns if you are comfortable to do so😊 - If you have any reasonable adjustment requests throughout the interview process please let us know on your application or speak to the Recruiter.