DV Service Delivery Manager

In 2019, our founders were working as engineers solving complex cross domain problems in defence and security organisations.

TwinStream was formed to consolidate their collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. We have teams working both on-site with clients and remotely from home.

Details:

£70,000 – £90,000 (DOE and Clearance)

Must have DV-Clearance

Primary location at Customer Site in Cheltenham and occasional attendance at other customer sites in Bristol, Corsham, and other locations as required.

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 the incident management process.
• Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions.
• Liaise with customer and other supplier stakeholders to manage and resolve issues.
• Contribute to configuration and asset management processes at the client.
• Ensure continuous delivery of updates into the test, reference, and production systems.
• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities.
• Provide 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.).
• Provide 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 docks into their own processes and tooling effectively and efficiently.
• Support internal stakeholders with commercial proposals and negotiations as required.
• Identify and report commercial opportunities to the internal commercial stakeholders.
• Work with TwinStream’s agile delivery managers 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.

Further Information:

Due to the industries in which some of our client\’s work, and to comply with their requirements, any offer would also be conditional on satisfactory base line Personnel Security Standard Check.

TwinStream is an equal opportunities employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, religion, disability, age, sexual orientation, and gender.

To meet the security requirements of certain clients and industries we serve, any job offer will be contingent upon the successful completion of a security screening process.

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