Service Delivery Manager

• Location: Bristol, London, Manchester or Swansea with hybrid-working policy
• Contract type: Permanent, full-time

Are you passionate about improving public services? Do you excel in high-pressure environments and thrive on solving complex problems? If so, Made Tech has an exciting opportunity for you!

About Made Tech

Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.

At Made Tech, we are committed to enhancing public services, ensuring they run smoothly and efficiently. Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life-saving services that support blue-light operations, to platforms that ensure the smooth running of government.

About the role

As a Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. You will be supporting 2-3 services in parallel and will help deliver and drive success, using a solutions focussed approach.

You will report to the Head of Managed Services or a Service Delivery Principal, and take responsibility for supporting a team. This includes onboarding new services and team members as required, managing and inspiring the team to produce high quality outcomes and collaborating with client stakeholders. This role will see you manage risks and issues that arise including live incidents, whilst remaining calm under pressure.

Service Delivery Managers find themselves working on a variety of different problems, are focussed on continuously improving both themselves and the team they lead, and take a data-driven approach to prioritisation and decision making.

Working closely with internal and external stakeholders, you will provide regular reports, manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.

Finally, as a member of the Managed Service community, you will also be an active member of our community of practice (COP). This could be attending COP sessions to share learnings or writing blog posts alongside our marketing team.

The below list describes specific competencies and behaviours that you’ll need in this role:

Competencies and Behaviours:

Demonstrated ability to multi-task and confidently prioritize for yourself and others, maintaining composure and making fast, sound decisions under pressure. Skilled in handling difficult client conversations, clearly articulating remediation plans to provide reassurance. Solution-focused and outcome-driven, consistently expressing confidence when faced with challenging situations.

Service Operations Management:

Expertly implement incident and problem management processes using best practices like ITIL or Agile Service Management. Coordinate incident resolution and root cause analyses, while following and advocating for governance, risk, and engagement processes to support continuous improvement. Manage change effectively to prevent scope creep and handle workflows using popular ticket management tools such as ServiceNow, Jira Service Desk, and Zendesk. Additionally, proficient in running and reporting on service transition plans for onboarding new services into a Managed Service team.

Proven ability to coordinate knowledge management across a multi-disciplinary team while effectively supporting and managing competing priorities. Skilled in balancing user needs and client strategy to manage a backlog of service and product improvements. Adept at taking ownership of team rotas and managing availability for shift-based members. Proactively communicates IT policies and procedures, ensuring effective and efficient use. Provides regular feedback to team members, supporting them in achieving their development goals.

Contract Management:

Expert in adhering to contractual obligations, tracking and reporting on agreed SLAs and VLAs. Proficient in conducting regular service reviews and reporting on performance using OKRs, KPIs, and CSAT. Collaborates effectively with user-centered design and product teams to develop bespoke client-focused value measures. Skilled in tracking team budget and capacity, forecasting upcoming workload, and performing comprehensive risk management activities.

Client Engagement:

Confidently act as the primary point of contact for customer escalations, developing and maintaining strong relationships with stakeholders. Collaborate with stakeholders to deliver improvements, communicating effectively in both written and verbal forms.

Community and Personal Development:

Actively develop and grow your own skills by utilizing learning budgets and dedicated learning days, sharing your knowledge with colleagues. Support junior service delivery managers in developing new skills, even if they are not part of your core team. Contribute to Managed Service and Delivery Communities of Practice, sharing successes and failures to enhance methods, techniques, and technologies.

At this point, we hope you\’re feeling excited about Made Tech and the job opportunity. Even if you don\’t feel that you meet every single requirement, we still encourage you to apply. Get in touch with our talent team if you’d like an informal chat about the role and your suitability before applying. We are hiring for this role directly, so will not respond to any CVs sent via external recruitment agencies.

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we\’re looking for all successful candidates for this role to have eligibility.

Eligibility for SC requires 5 years\’ UK residency and 5 year\’ employment history (or back to full-time education). Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won\’t be able to progress your application and we will contact you to let you know why.

Key Responsibilities

Don’t worry – we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies on your way to promotion.

Skills, Knowledge and Expertise

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We\’ve recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Remote Working: we offer part time remote working for all our staff.

Paid counselling: we offer paid counselling as well as financial and legal advice.

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