Logistics Account Manager / Service Delivery Manager

A well-established and growing logistics business in Lutterworth is seeking a Logistics Account Manager / Service Delivery Manager to take full ownership of a major new contract supplying distribution and transport services to a high-profile FMCG client across a national network.

This is not a passive account management role. The successful candidate will act as the client's voice inside the business, holding internal transport and operations teams to the same standard the client expects. The role requires someone who will proactively monitor service delivery, challenge performance where it falls short and drive accountability across a network of area transport managers to ensure the contract runs exactly as it should.

The Role

The Logistics Account Manager / Service Delivery Manager will be responsible for the day-to-day operational delivery of a significant logistics contract, acting as the single point of accountability between the client and the internal operation. This includes managing the client relationship, monitoring KPIs, leading service review meetings and ensuring that every part of the network is delivering to plan. Where service is not meeting the required standard, the Logistics Account Manager / Service Delivery Manager is expected to identify the issue, challenge the relevant teams and ensure corrective action is taken before the client has to raise it. The role reports directly to the Operations Director.

Key Responsibilities

Acting as the primary point of contact for the client, maintaining proactive and transparent communication at all times. Liaising with area transport managers across the network to ensure all lines are running to schedule and to the agreed service levels. Interrogating contract performance data, identifying trends and holding teams accountable where delivery is falling short. Coordinating across transport, warehouse, planning and goods-in to resolve operational issues affecting the contract. Producing regular performance reports for both the client and internal leadership with honest, evidence-based insight. Leading service review meetings with the client with full command of current performance and any actions in progress. Managing contract variations, volume changes and service amendments, ensuring internal teams can operationally deliver before anything is agreed.

The Candidate

The ideal candidate will have experience in contract logistics, transport operations or distribution account management, ideally within a multi-site or network environment. A strong understanding of transport planning, scheduling and service delivery is essential. This role suits someone with a firm, direct communication style who is comfortable challenging experienced operational managers and holding them to account. The successful candidate will be highly organised with strong attention to detail, commercially aware and able to manage multiple moving parts across a complex operation. They will take ownership of problems rather than passing them along, and will use performance data as a tool to drive standards rather than simply a reporting exercise. Experience with transport management systems (TMS) would be an advantage but is not essential.

Keywords: Logistics Account Manager / Service Delivery Manager, Key Account Manager, Account Manager, Contract Logistics, Transport Operations, Distribution, Supply Chain, Service Delivery, KPI Management, Stakeholder Management, Transport Planning, Client Relationship Management, Performance Management, Operations, FMCG Logistics, Contract Management, Logistics Account Manager, Customer Service, Network Distribution, Freight, Haulage
Only candidates based in UK and eligible to work in UK are allowed