Service Delivery Manager

Copello Global Ltd; Southampton; Hybrid; GBP 106,000 - 112,000; Full time

Job summary

Copello Global Ltd is seeking a Senior Service Delivery Manager for a contract role based in Southampton with hybrid working options. The position requires DV clearance and experience delivering services to MoD on OS projects.

Travel to customer sites will be expected, with a 6-month engagement and daily rate of £575–£605 Inside IR35. You will lead end-to-end service delivery, manage ITSM processes, and coordinate across Sales, Engineering and QA to align services with customer needs.

Qualifications

• Senior Service Delivery Manager with MoD OS projects experience.

Responsibilities

• Meet end-user demands, solve customer problems, and drive high levels of customer satisfaction.
• Take ownership of customer requests, issues, and get-well plans, following them through to resolution, supporting post incident reviews, and providing customers with timely updates throughout.
• Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis.
• Ensure maintenance tasks are completed within contracted timescales and all maintenance is recorded.
• Liaise with customers to build relationships, serving as the main point of contact for service-related matters.
• Collaborate with internal (Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to align services with customer needs.
• Finance management of Service contracts (including orders for spares and repairs), forecasts, raising purchase requests, and invoicing. Monitor and achieve targets across Cost, Quality, Time, CSAT, and Gross Profit.
• Project management: service reviews, create and maintain trackers and registers including the RAIDO, and accurate project reporting in line with the company procedures, managing escalations where appropriate.
• Customer facing Change Management: Establish and manage the customer facing Change Management processes, chairing the CABs, and linking into asset and configuration management as well as TechPubs.
• Continuously improve Service Support and Service Delivery processes to meet business needs.
• Support sustainable and profitable business growth through Customer Satisfaction.
• Promote the company brand and products so customers, partners and suppliers value our honesty and integrity and have confidence in our ability to successfully meet their needs.
• Always fully complying with company's published policies and procedures.
• Undertake such other reasonable duties commensurate with the job holder’s experience and qualifications.

Job description

I am currently looking for a Service Delivery Manager for a contract based in Southampton

• Contract: 6 months
• Rate: £575 - £605 per day Inside IR35
• Clearance: suitable candidates must hold current DV Clearance
• Location: Southampton(Hybrid working available) and some travel to customer sites
• Senior Service Delivery Manager used to working with MoD on above OS projects required.

Scope of work to be undertaken

• Meet end-user demands, solve customer problems, and drive high levels of customer satisfaction.
• Take ownership of customer requests, issues, and get-well plans, following them through to resolution, supporting post incident reviews, and providing customers with timely updates throughout.
• Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis.
• Ensure maintenance tasks are completed within contracted timescales and all maintenance is recorded.
• Liaise with customers to build relationships, serving as the main point of contact for service-related matters.
• Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations.
• Finance management of Service contracts (including orders for spares and repairs), forecasts, raising purchase requests, and invoicing. Monitor and achieve targets across Cost, Quality, Time, CSAT, and Gross Profit performance.
• Project management: service reviews, create and maintain trackers and registers including the RAIDO, and accurate project reporting in line with the company procedures, managing escalations where appropriate.
• Customer facing Change Management: Establish and then manage the customer facing Change Management processes, chairing the CABs, and linking into asset and configuration management as well as TechPubs.
• Continuously improve Service Support and Service Delivery processes to meet business needs.
• Support sustainable and profitable business growth through Customer Satisfaction.
• Promote the company brand and products so customers, partners and suppliers value our honesty and integrity and have confidence in our ability to successfully meet their needs.
• Always fully complying with company's published policies and procedures.
• Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.