Service Manager, Delivery Centre- Newcastle

Would you like to be part of a growing delivery capability in a people-centric organisation? Are you passionate about delivering service excellence, ensuring that our customers receive the best possible service? We have got all this and more. We’re looking for service managers to be part of an exceptional technology capability, providing dedicated delivery and service capacity for our clients.

At Credera, we work with a range of clients and help them to level-up their engineering capabilities in a partnership model. Through our Delivery Centre, we help them build microservices architectures, develop AI and machine learning capabilities and operate cloud and traditional on-premises infrastructure. The central hub for this position is in Newcastle but we welcome applicants from across the North-East. We operate a hybrid working policy with an expectation of 60% in office time. Our hybrid model is designed to strike a balance between flexibility, in-person connection, and delivering exceptional outcomes for our clients.

Requirements

As a Service Manager in Credera’s Delivery Centre capability, you’ll work as part of a close-knit team supporting one of our long-term client partnerships alongside architects, support engineers, and delivery leaders. Building on Credera’s reputation for delivery and engineering excellence, you’ll have a chance to learn from a team of experts who can help you develop into a future leader. Consultancy to us is about customer delivery first, carried out by technically excellent people with a learning mindset. You will have access to a range of training and development opportunities, as well as coaching and mentoring from experienced colleagues. You are perceptive, personable, culturally sensitive and demonstrate a high degree of emotional intelligence. To meet our client's needs, you will need to be security clearable and to be able to work variable shift patterns e.g. a mixture of early and late shifts.

Please note: Due to the nature of this role and specific client engagement, any offer of employment will be subject to satisfactory BPSS and SC security clearance. To meet the client's eligibility requirements, applicants must have been resident in the UK for the last five years and must not have spent more than six consecutive months outside the UK during that period.

Your responsibilities for the role will be:

• Service Management - Ensures that IT services are delivered in line with agreed Service Level Agreements (SLAs) and operational requirements.
• Monitors service performance, tracks key metrics, and reports on service quality to stakeholders.
• Clearly communicates to customers and stakeholders to create clear expectations for resource availability and case progress.
• Ensures customer support cases are kept updated with progress, and that the customer is made aware of issues that could cause delays.
• Working with the client service management function, ensures ITIL best practice and Service Management methodologies are followed across all areas of service design, transition and operational management to deliver high-quality services.
• Manages customer priorities, escalating to the client service management lead where appropriate.
• Provides live service support for incident, problem, change and SR management.

• Customer Engagement - Build and nurture relationships with key customer stakeholders, ensuring that customer experience meets, or exceeds, expectations.
• Support account team on customer Business Reviews (QBRs) to drive business outcomes.
• Be an active member of the Customer Account Team to formulate, drive and deliver the continuous improvement of the customers platform with a roadmap of tactical change.

• Service Improvement - Own and maintain your customers’ service improvement plans, and offer ways to enhance the overall team’s service offering and customer service experience.
• Hold regular service meetings with the client service management team, providing all required Management Information (MI).
• Continually seek improvements within the team’s operational processes, ensuring runbooks and other documentation are kept current and knowledge sharing mechanisms are in place and being followed.

• Team Lead responsibilities - Lead, coordinate and support the day-to-day allocation of work across the service team, ensuring the right skills and capacity are aligned to customer priorities and service demands.
• Provide guidance, coaching and mentoring to support engineers and service colleagues, helping them develop their service management capability, customer confidence and operational effectiveness.
• Proactively identify resource constraints, skills gaps or delivery risks, escalating where appropriate and working with delivery leaders to ensure continuity of service.
• Foster a collaborative, high-performing team culture by encouraging knowledge sharing, continuous feedback/service improvement identification and ownership of service outcomes across the team.