DV Service Delivery Manager

TwinStream Limited; United States; Remote; USD 80,000 - 106,000; Full time

Benefits offered by this job

Pension plan

Private medical healthcare

Learning & development

Flexible working

Electric vehicle scheme

Holidays 28 days + bank holidays

Team events (quarterly, Christmas, and

Cycle-to-work scheme

Job summary

TwinStream Limited is seeking a Service Manager to lead the Cross Domain Service for a Government customer on site in Cheltenham. You will manage a team of up to 10 engineers and oversee day-to-day service delivery, incident management, and continuous improvement.

You will work closely with customer teams and other suppliers, ensuring service alignment with processes and delivering regular performance and satisfaction reports. DV clearance is required for eligibility.

Qualifications

• Experience delivering managed services to public sector customers.
• Strong written and verbal communication skills.
• Proactive and adaptable in a fast-changing environment.
• Familiarity with ITSM frameworks such as ITIL and ISO 20000.
• Familiarity with Service Integration and Management (SIAM).
• Must have DV clearance.

Responsibilities

• Lead a team of up to 10 TwinStream engineers on site.
• Oversee incident response and incident management processes.
• Investigate ongoing problems and agree mitigation actions.
• Ensure adherence to TwinStream and customer incident and problem processes.
• Liaise with customer and supplier stakeholders to resolve issues.
• Collaborate with delivery teams to plan and manage deployments.
• Proactively manage operational risks with the delivery team.
• Maintain configuration and asset records at the customer site.
• Share upgrade information to enable customer benefit from new features.
• Provide regular service delivery reports including SLA/KPI adherence.
• Report on customer satisfaction and address issues.
• Act as on-site escalation point for the customer.
• Align TwinStream managed service with customer processes and tooling.
• Identify and drive continuous service improvements.
• Support commercial proposals and negotiations as required.
• Identify and report commercial opportunities to stakeholders.
• Coordinate with agile delivery to ensure seamless service interaction.

Skills

Managed service delivery

Verbal communication

Proactive mindset

Adaptable

ITIL/ISO 20000 familiarity

SIAM familiarity

DV clearance

Job description

In 2019, the founders were working as engineers solving complex cross-domain problems within government organisations.

TwinStreamwas formed to bring together their collectiveexpertiseand experience into a single business, focused on delivering technical excellence and high-quality service to clients.

Since then, the company has grown to over 100 team members across the UK, with colleagues working both on-site with clients, hybrid and remotely from home.

Details:

Location: 4 days onsite in Cheltenham

Eligibility Requirements: Must have DV clearance.

About the role

The Service 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 TwinStream 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 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 .
• Ensure timely response to incidents and oversee incident management process es .
• Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions .
• Ensure adherence to TwinStream and customer specific incident and problem management processes.
• Liaise with customer and other supplier stakeholders to manage and resolve issues .
• Work collaboratively with the TwinStream delivery teams to p lan and manage continuous deployment s into the customer environment s, responsible for effective service transition.
• Proactive manage ment of operational risks and issues, working in collaboration with the TwinStream delivery team on treatment and mitigation plans.
• E nsure c onfiguration and asset management records at maintained at the customer site and adherence to TwinStream and customer processes.
• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities .
• Provid e 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.)
• Provid e regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed .
• Act as a point of escalation for customers .
• Work closely with customer stakeholders on an ongoing basis to ensure that TwinStream’s managed service aligns into their own processes and tooling effectively and efficientl y .
• Identify , plan and manage continuous service improvements .
• Support the TwinStream delivery team with commercial proposals and negotiations as required .
• Identify and report commercial opportunities to the TwinStream delivery team and commercial stakeholders .
• Work collaboratively with the TwinStream agile delivery team to ensure seamless interaction between managed service provision and project delivery .

Key Skills

• 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 have DV clearance

There are many great reasons to join our team!

Pension Plan

• Secure your future with our competitive pension plan that offers an 8% employer contribution.

Private Medical Healthcare

• Your health and well-being are our top priorities. Enjoy comprehensive private medical healthcare, which includes dental and optical care for you and your family.

Learning and Development

• Your career is in your hands. We empower you to take charge of your own development, giving you the autonomy to shape your growth.

Flexible Working

• We understand the importance of balancing work and life. Flexibility is not just a policy for us; it is part of our culture. We are passionate about helping you seamlessly integrate work with your home life.

Electric Vehicle Scheme

• Drive sustainability forward with our electric vehicle leasing scheme. You can take advantage of this initiative through a convenient salary sacrifice program.

Holidays

• Enjoy annual leave of 28 days, plus bank holidays, allowing you to recharge and spend time on what matters most.

Team Events

• We love celebrating our achievements! In addition to our quarterly meetings, you can look forward to our Christmas and summer parties—opportunities to relax, reflect, and have fun as a team.

Additional Benefits

• We provide life assurance for your peace of mind and a cycle-to-work scheme to support your health and sustainability goals.

Diversity & Inclusion

We’recommitted to building a diverse and inclusive workplace. We welcome applications from people of all backgrounds, experiences, and identities.

If you need any adjustments during the recruitment process, please let us know. We’re here to support you

Further Information:

Due to the nature of the work and the sectors we support, any offer of employment will be subject to the successful completion of the relevant security screening and clearance process.

This role requires eligibility for [BPSS / SC / DV] clearance. As part of the vetting process, candidates must meet the UK Government's residency and right-to-work requirements associated with the required level of clearance.