Service Delivery Manager

Pioneering People; Bristol; On-site; GBP 70,000 - 90,000; Full time

Job summary

A fast-growing company is looking for an experienced Service Delivery Manager to lead the provision of Cross Domain Services for a Government client. The role involves managing a team of engineers, ensuring service delivery meets standards, and fostering customer relationships. A competitive salary and a variety of learning and development opportunities are offered.

Benefits

£1,000 training budget

Quarterly team building meetings

Christmas and summer parties

Access to workplace Mental Health First Aider

Life assurance

Qualifications

• Experience of managed service provision into public sector customers.
• Familiarity with ITIL and ISO 20000.

Responsibilities

• Manage a team of up to 10 engineers to support the cross-domain system.
• Ensure timely response to incidents and oversee incident management process.
• Provide regular reporting on customer satisfaction and service performance.

Skills

Strong written and verbal communicator

Proactive

Adaptable

Familiarity with ITSM frameworks

Familiarity with Service Integration and Management (SIAM)

Must be DV clearance

Job description

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A fantastic new opportunity for an experienced Service Delivery Manager, to join a fast-growing business.

In 2019, our founders were working as engineers solving complex cross domain problems in defence and security organisations.

Our client was formed to consolidate the founder’s collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. The business is headquartered in Cheltenham with teams working both on-site with clients and remotely from home.

The Service Delivery Manager will be responsible for managing the provision of the Cross Domain Service for a Government customer. Working at the customer site with a team of up to 10 engineers, the Service Manager will be responsible for the day-to-day management of the service. The Service Manager will be the primary on-site representative of our client, working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.

What’s on Offer?

• Highly competitive full-time salary of £70,000 to £90,000 depending on experience.
• Learning and Development - A £1,000 training budget to help with your development.
• Every quarter, our client holds a meeting involving all team members - this allows them to meet up, chat about all things related to them, and enjoy team building and company updates.
• Christmas and summer parties to celebrate our successes.
• Health and Well-being - Access to workplace Mental Health First Aider
• Life assurance

Key Responsibilities of the Service Delivery Manager:

• Manage a team of up to 10 engineers to support the cross-domain system
• Ensure timely response to incidents and oversee incident management process
• Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions
• Liaise with customer and other supplier stakeholders to manage and resolve issues
• Contribute to configuration and asset management processes at the client
• Ensure continuous delivery of updates into the test, reference, and production systems
• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities
• Providing regular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)
• Providing regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed
• Acting as a point of escalation for customers
• Working closely with customer stakeholders on an ongoing basis to ensure that our clients managed service docks into their own processes and tooling effectively and efficiently
• Supporting internal stakeholders with commercial proposals and negotiations as required
• Identifying and reporting commercial opportunities to the internal commercial stakeholders
• Working with our clients agile delivery managers to ensure seamless interaction between managed service provision and project delivery

Skills & Experience Required:

• Experience of managed service provision into public sector customers
• Strong written and verbal communicator
• Proactive
• Adaptable
• Familiarity with ITSM frameworks such as ITIL and ISO 20000
• Familiarity with Service Integration and Management (SIAM)
• Must be DV clearance

Further Information:

Our client is an equal opportunities employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, religion, disability, age, sexual orientation, and gender.

Due to the industries in which some of the clients of our client work, and to comply with their requirements, any offer would also be conditional on satisfactory base line Personnel Security Standard Check

What’s Next?

If you have the drive and experience to be successful in this Service Delivery Manager position, we would love to hear from you. APPLY NOW for immediate consideration.