Government IT Service Delivery Lead

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

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.