Service Delivery Manager

TwinStream; Cheltenham; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading service management provider is seeking a Service Manager in Cheltenham to oversee the provision of cross-domain services for a government customer. The role includes managing a team of engineers, ensuring timely incident response, and continuous service improvement. Candidates must have experience in managed service provision to public sector clients, excellent communication skills, and active DV clearance. Offering competitive pay in a dynamic working environment.

Qualifications

• Experience managing services for public sector customers.
• Excellent written and verbal communication skills are essential.
• Must demonstrate a proactive and adaptable mindset.

Responsibilities

• Manage a team of engineers to support the cross-domain system.
• Ensure timely response to incidents and oversee the incident management process.
• Liaise with customer and supplier stakeholders to manage and resolve issues.

Skills

Managed service provision experience

Strong communication skills

Proactive approach

Adaptability

Familiarity with ITSM frameworks (ITIL, ISO 20000)

Familiarity with Service Integration and Management (SIAM)

DV clearance

Job description

Details

>£550 - £650 (6month contract outside of IR35)

Must have DV-Clearance

Primary location at Customer Site in Cheltenham and occasional attendance at other customer sites in Bristol, Corsham, and other locations as required.

About the role

The Service Manager willbe 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 TwinStream engineers, the Service Manager willbe responsible for the day-to-day management of the service. The Service Manager will be the primary on-site TwinStream representative working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.

Responsibilities

• Manage a team of up to 10 engineers to support the cross-domain system
• Ensuretimelyresponse to incidents and oversee incident management process
• Ensureappropriate investigationinto 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 thatTwinStream’smanaged service docks into their own processes and tooling effectively and efficiently
• Supporting internal stakeholders with commercial proposals and negotiations asrequired
• Identifyingand reporting commercial opportunities to the internal commercial stakeholders
• Working withTwinStream’sagile delivery managers to ensure seamless interaction between managed service provision and project delivery

Key Skills

• Experience of managed service provision into public sector customers
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• 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 have DV clearance