Senior Service Delivery Leader – Public Services

Made Tech Limited; United Kingdom; Remote; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Paid counselling

Cycle to work scheme

Health care/ Pension benefits

Job summary

Made Tech Limited is seeking a Senior Service Delivery Manager to lead a multi-disciplinary Managed Service team responsible for operating, maintaining and improving government-related services across the UK. You will onboard services, manage capacity, and drive improvements while ensuring SLAs and KPIs are met.

The role emphasizes governance, risk management and stakeholder engagement, with opportunities to contribute to COPs and team development. Based in the UK, with multiple city office hubs.

Qualifications

• Experience implementing ITIL or Agile Service Management.
• Proven ability to manage SLAs and KPIs.
• Strong stakeholder management skills across senior and client teams.
• Experience with budgeting and resource planning.

Responsibilities

• Onboard new services and teams, inspiring the team to deliver high-quality outcomes.
• Manage capacity and measure success against contractual commitments (SLAs/KPIs).
• Identify risks and issues, providing regular reports to stakeholders.
• Lead governance, risk and engagement processes and ensure processes are followed.
• Collaborate with design/product teams to deliver client-focused value.

Skills

Multi-tasking & prioritisation

Decision making under pressure

Client communication

Problem solving

Leadership & team management

Tools

ITIL

Jira Service Desk

ServiceNow

Zendesk

Job description

Made Tech Limited is seeking a Senior Service Delivery Manager to lead a multi-disciplinary Managed Service team responsible for operating, maintaining and improving government-related services across the UK. You will onboard services, manage capacity, and drive improvements while ensuring SLAs and KPIs are met.

The role emphasizes governance, risk management and stakeholder engagement, with opportunities to contribute to COPs and team development. Based in the UK, with multiple city office hubs.