Service Delivery Manager - Security Clearance required.

Appvia; Greater London; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Flexible location

Dog-friendly office

Flexible hours

Team socials

Job summary

Appvia is hiring a Specialist Service Delivery Manager to lead the platform support function for an AWS-based cloud platform for a flagship public sector client. You will liaise with senior stakeholders, guide a team, and ensure high service quality while driving continual improvements.

The role requires active SC or eligibility and offers hybrid working from the Barbican office or remote options. This role sits within Enterprise Services, focusing on governance, risk, and supplier management in

Qualifications

• Strong background in IT Service Management.
• Experience liaising with senior internal and external stakeholders.
• Ability to mentor and lead Service Management teams.
• Active Security Clearance or eligible for SC.

Responsibilities

• Ensure customers receive the highest level of service from the Enterprise Services teams and managed suppliers.
• Identify appropriate internal and external suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
• Engage with senior stakeholders to ensure alignment and manage escalations from the Service Management teams.
• Drive continuous improvement across customer services while protecting the integrity of existing services.
• Make decisions regarding cost reductions and opportunities based on supplier performance and manage delivery accordingly.
• Act as the main escalation point for the wider Service Management team and engage stakeholders in resolution activities.
• Identify, manage and escalate service risks appropriately.
• Demonstrate leadership by mentoring and line managing Service Management members and planning succession.
• Maintain knowledge of projects and change programs affecting the client organisation.
• Collaborate with stakeholders at all levels to manage expectations and reach consensus.
• Build partnerships across the technology organisation to share best practices and ensure ITIL compliance.
• Represent customers in Service Readiness reviews and assessments.
• Promote a culture of customer satisfaction.
• Support collaboration initiatives and knowledge sharing within the IT Operations community.

Skills

IT Service Management

Stakeholder management

SIAM model

Agile & DevOps

Leadership

Supplier management

Job description

At Appvia, we’re on a mission to enable companies to deliver apps in the public cloud with ease and security in mind… to continue our growth trajectory we’re looking for a specialist Service Delivery Manager to join the team managing the platform support function for an AWS based cloud platform for our flagship public sector client.

Our mission is to enable every company to deliver apps in the cloud. We dedicate ourselves to building a cloud infrastructure layer that allows platform engineering teams to manage, monitor and update with ease - at the same time, offering devs the flexibility to deploy their apps in the cloud without a hassle. We are passionate about driving value to our clients and have a desire to make their organisation succeed.

About the role

This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of our client and the public. As the Service Delivery Manager, you take a lead role and will be a key decision maker, liaising with the most senior internal and 3rd party stakeholders who are involved in some of the most cutting‑edge skills and topics within information technology.

You will have a strong background and extensive experience in IT Service Management. You will enjoy working in a fast‑paced environment and use your expertise to direct, advise and support your team to deliver high‑quality services. Using your strong knowledge of Service Management and stakeholder management skills, you will effectively influence change within one of the largest government organisations.

You will interface with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues to assure the delivery of the services you are accountable for. You will also engage with wider teams and stakeholders to manage opportunities, risks and escalations, ensuring the quality of the service being delivered meets the business needs.

Interview process - 3 stage

• Initial conversation with our Talent Acquisition Manager
• Interview with Appvia Leadership & Hiring Manager
• Final - Client Interview

Important

You must either hold active SC, or be eligible for SC:

• To have resided in the UK for at least the last 5 years.
• Have no criminal records.
• Have no financial irregularities.

Note: This is an urgent requirement for a public sector client and will require ACTIVE Security Clearance.

Responsibilities

• Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers.
• Identifying appropriate internal and external suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
• Effectively engaging with senior stakeholders, both internal and external, to ensure alignment and to manage challenges and escalations from the Service Management teams.
• Having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Making decisions regarding cost reductions and opportunities based on supplier financial performance, subsequently managing suppliers to deliver accordingly.
• Acting as the main escalation point for the wider Service Management team, engaging relevant stakeholders in resolution activities.
• Identifying, managing and escalating service risks appropriately.
• Demonstrating leadership qualities by mentoring and line managing members of the Service Management community, supporting them to perform to their full potential and driving succession planning.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus.
• Building effective partnerships across the technology organisation to share best practice.
• Ensuring that all suppliers carry out processes to ITIL standards.
• Representing customers in Service Readiness reviews and assessments.
• Promoting a culture of customer satisfaction.
• Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

Skills

You’ll have a demonstrable passion for Service Management, with the following skills or

extensive experience in:

• The application of Service Management and agile methodologies and models across a range of services within varying environments.
• Applying your expert knowledge of the various communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required.
• Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be addressed and managed appropriately.
• Acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required.
• Taking responsibility for service spending, ensuring actual costs are within budget and managing any over/underspend.

Strategy and Architecture

• Advice and Guidance- Specialist Advice (TECH) – level3
• Strategy and Planning - Financial Management (FMIT) – level4

Governance, Risk and Compliance

• Risk Management (BURM) - level 4

Delivery and Operation

• Service Management - Service Level Management (SLMO)– level 4

Relationships and Engagement

• Stakeholder Management- Supplier Management (SUPP) - level 3 & Stakeholder Relationship Management (RLMT)– level 4

Desirables:

• Working in a SIAM model.
• Working in an Agile project delivery environment.
• Driving continual service improvements through the measurement and challenge of services and processes, tools and capability.
• Managing suppliers to SLAs where they are in place.
• Leading and directing teams to enable the day-to-day delivery of products/services.
• Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.

About you

You’ll be passionate about new technology, automation and cloud security, and experienced in leading an Engineering Team in Agile and DevOps best practices. You’ll also be able to talk to us about your:

• Knowledge of continuous integration and deployment practices.
• Ability to collaborate with people of all levels of technical ability.
• Understanding of industry best practices.
• Delivery Management experience.
• Fantastic people skills, including the ability to motivate a team towards a common goal.

Why join Appvia?

We are a self-funded, London based startup; providing businesses with a fast and secure way to deploy containerised applications into the cloud.

We are on a mission to enable organisations to make cloud-based software delivery simple and efficient, whilst having the insights into costs, security and cadence. As a company that holds customers at the heart of everything we do, we are looking for candidates that want to make a real change to how Dev and Ops is working in the industry.

With us our customers, like the UK’s Home Office & Bank of England, are harnessing cloud-native technologies, limiting the challenges of infrastructure management and rapidly delivering digital products.

What’s on offer?

We’re mindful - you’ll have flexibility to work from our dog-friendly Barbican office, your home or a combination of both - with flex hours to make work & home, work well

We want you to grow - you’ll be joining an exceptional team who will is preo-active when it comes to learning and knowledge sharing.

We’re fun - we sponsor regular team socials, board game nights, Cloud Unplugged meetups and more!

But don’t just take our word for it, you can check out what our Appvians say about us on Glassdoor and by following us on LinkedIn, Twitter and Tik Tok.