Service Delivery Manager

Service Delivery Manager

Service Delivery ManagerTelford/WorthingGrade: C1

About the job you’re consideringWe’re excited to be offering this opportunity to join our established and rapidly expanding team, working across a diverse range of technologies and areas of the business. This role is suitable for an individual who enjoys being part of a flexible, diverse team in a complex and variable environment.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Responsibilities

• Work as a single point of contact between the Client Service Managers and the Delivery Teams; act as an escalation point for live service issues, owning all existing and new services.
• Manage customer relationships, including preparation for business events, forecasting, and improvement initiatives.
• Ensure that team financial forecasts are managed in a regular and timely manner and that actuals are accurately and promptly reported as part of the M-Review cycle with support of PMO.
• Support the Incident Management processes and manage the communication response ensuring the required information is available to both management, technicians and the business.
• Support the Major Incident processes and manage the communication response ensuring the required information is available to both management and technicians.
• Report uptime and availability of the live operational services/infrastructure including the management of Service Level Measures and associated commercial discussions.

Qualifications

• Be able to manage conflicting demands.
• Interface with key third parties and internal functions.
• Support service delivery and service improvements.
• Takes ownership of service issues.
• Excellent communicator and stakeholder management.
• Lead in alerting, reporting and monitoring of live service.
• Report against SLA and KPI’s, produce management information with detailed analysis.
• Outcome oriented.
• Proactively engage with and lead major incident management when required.
• Lead and assist with continuous service delivery improvement initiatives.
• Is confident working in an Agile environment.

Requirements & Eligibility

• Security clearance: successful applicant must obtain Security Check (SC) clearance and be eligible for identity, nationality or immigration status, employment history, and unspent criminal record check.
• SC clearance requires continuous residence within the United Kingdom for the last 5 years, among other criteria.
• Candidate must be a UK national or meet other eligibility criteria based on security requirements.

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