Service Delivery Manager

A fantastic new opportunity for an experienced Service Delivery Manager to join a fast-growing business. Our client was formed to consolidate the founders' collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. The business is headquartered in Cheltenham with teams working both on-site with clients and remotely from home.

The Service Delivery 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 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 representative of our client, working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.

What’s on Offer?

• Highly competitive full-time salary of £70,000 to £90,000 depending on experience.
• Pension - 8% pension plan.
• Learning and Development - A £1,000 training budget to help with your development.
• 25 days' holiday plus bank holidays.
• Quarterly team meetings for updates and team building.
• Christmas and summer parties to celebrate successes.
• Health and Well-being - Access to workplace Mental Health First Aider.
• Life assurance.

Key Responsibilities of the Service Delivery Manager:

• Manage a team of up to 10 engineers to support the cross-domain system.
• Ensure timely response to incidents and oversee 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.
• Providing regular reporting to customers on the provision of the managed service.
• Providing regular reporting on customer satisfaction.
• Acting as a point of escalation for customers.
• Working closely with customer stakeholders to ensure effective integration of managed service.
• Supporting internal stakeholders with commercial proposals and negotiations.
• Identifying and reporting commercial opportunities to internal stakeholders.
• Working with agile delivery managers to ensure seamless interaction between managed service provision and project delivery.

Skills & Experience Required:

• Experience of managed service provision into public sector customers.
• Strong written and verbal communicator.
• Proactive and adaptable.
• Familiarity with ITSM frameworks such as ITIL and ISO 20000.
• Familiarity with Service Integration and Management (SIAM).
• Must be DV clearance.

Further Information:

Our client 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. Due to the industries in which some of the clients work, any offer would also be conditional on satisfactory base line Personnel Security Standard Check.

What’s Next?

If you have the drive and experience to be successful in this Service Delivery Manager position, we would love to hear from you. APPLY NOW for immediate consideration.