Service Delivery Manager

Agilisys; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Delivery Manager to drive digital transformation in public services. This role offers the chance to enhance service delivery across multiple clients, ensuring that commitments align with contractual obligations. The ideal candidate will possess strong stakeholder management skills and a passion for public service improvement. Join a dynamic team that values innovation and integrity while enjoying a culture of continuous learning and development. This is an exciting opportunity to influence change and deliver exceptional services.

Benefits

Enhanced Pension Scheme

Health Insurance

Life Assurance

Exclusive Discounts

25 Days Annual Leave

Qualifications

• Track record in delivering results while managing change.
• Experience in service delivery management for large operations.

Responsibilities

• Manage relationships within accounts and support service transitions.
• Ensure SLAs are achieved and maintain customer satisfaction.

Skills

Stakeholder Management

Service Delivery Management

Public Sector Knowledge

Operational Risk Management

ITIL Service Management

Education

ITIL Certification

Job description

Title: Service Delivery Manager

Location: East of England (with a requirement to be on-site)

Division: Managed Services

Reports to: Service Delivery Director


Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services?

Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences?

If so, we would love to hear from you!


ABO UT US
Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

OUR VALUES

Partnership: we become one team and family with organisations, helping them to navigate change and st ay agile.
Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.
Innovation: we bring together the right technologies and services to design solutions that work.
Passion: we are passionate about - and dedicated to - public services and improving people’s lives.

THE ROLE

Key responsibilities
The Service Delivery Manager is a vital role within Agilisys and this role will ensure the overall delivery commitments, aligned to Managed Services contrac tual commitments, are achieved.

Specific duties
Depending on the project, you will need to be comfortable doing the following:

• Managing the relationship within your accounts.
• Support, lead, and involvement in transitioning new services from projects to Business as Usual (BAU) through liaison with Service Transition teams.
• Ensure effective operating process and procedure documentation is in place and maintained to ensure customer reporting is accurate whilst managing customer expectations.
• Ensure contracted Service Level Agreements (SLAs) are achieved and client expectations are met (or exceeded).
• Build relationships with major clients, supporting the various Agilisys services for growth, whilst ensuring quality and profitability are performed to agreed SLAs.
• Attending or leading client Service Reviews to support the Service Directors covering customer performance, service improvements, quality, and processes.
• Own and drive service consistency within your customers and maintain an overall picture of the services under management for the client and how they interact with that service.
• In conjunction with the Service Director, stimulate & define requirements for additional services as part of an account development strategy. Help ensure that such services are professionally introduced & accepted.
• Own and proactively manage overall customer satisfaction, including the management of 3rd parties and suppliers under Agilisys’ direct control.
• Support the design and implementation of Service Reporting and process improvements to the Managed Services function including adoption of AI (Artificial Intelligence), greater automation, tooling and improved processes and increasing capabilities in technology.
• Support the corporate championing of future digital innovation across customers and services.

Opportunity
This role is an excellent platform for experienced professionals to take their career to the next level. As a Service Delivery Manager, you will have the opportunity to helpshape the work of a multi-country service delivery function, supporting an advanced and ambitious client. A vital role within Agilisys, you will drive continuous service improvement, ensuring the delivery commitments align with Managed Services contractual obligations.

ABOUT YOU
The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essenti al to being successful in this role.

The Ideal Candidate

• Experience of service delivery management in large operations and clients.
• Knowledge of delivery to public sector organisations is highly desirable.
• Demonstrable evidence of capacity to operate and influence complex service delivery; managing and prioritising a high workload and multiple issues and tasks in a changing environment with tight deadlines.
• Has experience of, or exposure to, structural change or transformation programmes across departments whilst maintaining contract adherence, monitoring and reporting, and delivering value propositions.
• Managing customer stakeholders and delivery risks
• Certification in ITIL Service Management (minimum ITIL v3)
• Ability to work and collaborate effectively across multiple teams and stakeholder groups including cross-functional teams.
• Understanding of operational risk management, information security (ISO27001), and service compliance.

WHAT WE CAN OFFER YOU:
This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.

Benefits include:
• Enhanced Pension Scheme
• Health Insuranc e
• Life Assurance
• Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
• 25 days annual leave (with the option to buy more)

PROCESS

Simply submit your CV.

By submitting your CV, you understand that we have a legitimate interest to use your p ersonal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing [e-mail] – but please note that this means we will no longer consider you for the role you have applied for.

We have a rigorous recruitment process, wh ich we use for all our roles to ensure we attract the very best talent.

Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.

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