Senior Service Delivery Manager

Made Tech Limited; Greater London; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Paid counselling and legal advice

Flexible benefit platform

Optional social and wellness events

Community engagement via Slack

Job summary

A technology services company in Greater London is seeking a Senior Service Delivery Manager to enhance public services. This role involves onboarding new services, managing team capacities, and ensuring adherence to contractual obligations. Candidates should possess excellent multi-tasking abilities, confidence in client communications, and experience with service management tools. A commitment to managing risks while fostering team development is essential. The position requires SC clearance eligibility due to client specifications, ensuring candidates have a solid residency and employment history.

Qualifications

• A strong ability to multi-task and prioritize effectively.
• Experience in incident and problem management processes.
• Ability to manage workflows with popular ticket management tools.

Responsibilities

• Onboard new services and team members to drive high-quality outcomes.
• Manage team capacity and measure success against SLAs and KPIs.
• Coordinate and manage resolution of major incidents.

Skills

Multi-tasking

Confidence in challenging situations

Sound decision-making under pressure

Handling difficult client conversations

Solution-focused mindset

Tools

ServiceNow

Jira Service Desk

Zendesk

Job description

Our aim at Made Tech is to use human‑centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.

About the role

As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better.

Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life‑saving services that support blue‑light operations, to platforms that ensure the smooth running of government.

Key responsibilities

• Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
• Manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.
• Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
• Identify ways to improve and contribute beyond day‑to‑day delivery. This could be by participating in COP or supporting recruitment.

Skills, knowledge and expertise

Don’t worry — we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies on your way to promotion.

Competencies and behaviours

• Ability to multi‑task and confidently prioritise for yourself and others.
• Expressing confidence when faced with challenging situations.
• Make fast, sound decisions whilst under pressure.
• Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring.
• Solution focussed and outcome driven.

Service operations

• Implement incident and problem management processes using best practice such as ITIL or Agile Service Management.
• Coordinate and manage the resolution of major incidents and subsequent root cause analyses.
• Champion governance, risk and engagement processes and be responsible for others following the processes.
• Manage change using robust change management processes that prevent scope creep.
• Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc.
• Create, run and report on a service transition plan for onboarding a new service into a Managed Service team.
• Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers.

Team leadership

• Coordinate knowledge management across a multi‑disciplinary team.
• Support and manage competing priorities.
• Proactively identify and progress service and product improvements balancing user needs and client strategy.
• Take ownership of team rotas and manage availability for shift‑based team members.
• Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use.
• Demonstrate encouragement of high performers, to support them towards successful promotions.
• Provide regular feedback for team members and support them in producing development plans where appropriate.

Contract management

• Adherence and management of contractual obligations, including SLA management.
• Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT.
• Collaborating with user‑centred design and product teams to develop bespoke client focussed measures of value.
• Manage team budget and capacity, and forecast upcoming workload.
• Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders.
• Ability to track and calculate service credits on an ongoing basis.
• Confidently act as the primary point of contact for customer escalations.
• Develop and maintain strong relationships with senior stakeholders.
• Work and collaborate with senior stakeholders to initiate long‑lasting change to deliver improvements.
• Communicate effectively in both written and verbal communications.
• Produce high‑quality reports that consider the context of the clients’ objectives.
• Drives collaboration and breaks down barriers between conflicting views.
• Demonstrate tact and diplomacy when managing key stakeholders, both client and internal, across all levels.

Community development

• Support junior service delivery managers, who may not be in your core team, to develop and gain new skills.
• Contribute to both Managed Service & Delivery Communities of practice.
• Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech.
• Leverage knowledge and experience in service management to showcase Made Tech’s capabilities externally.

SC eligibility

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we’re looking for all successful candidates for this role to have eligibility.

Eligibility for SC requires 5 years’ continuous UK residency and 5 year’ employment history (or back to full‑time education). Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won’t be able to progress your application and we will contact you to let you know why.

Support in applying

If you need this job description in another format, or other support in applying, please email [e-mail].

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us. When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates.

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We’ve recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose.

Benefits

Paid counselling — we offer paid counselling as well as financial and legal advice.

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.

Our hiring process is designed to be thorough, transparent, and supportive, guiding candidates through each step. The exact process may vary slightly depending on the role but these are the typical steps candidates can expect.

We’ll keep you updated throughout the process and provide helpful feedback at each stage. No matter the outcome, we make sure the feedback is useful and supportive, so you feel informed and can learn from the experience.

Register your interest to be notified of any roles that come along that meet your criteria.