Our client is a digital and technology consultancy serving the public sector.
Our client is seeking a Senior/Lead Service Delivery Manager to ensure the successful delivery, operational stability, and continual improvement of digital services for our Public Safety clients.
Working closely with Product Managers, technical teams, and customer stakeholders, the Service Delivery Manager is responsible for ensuring that delivered products continue to meet user and operational needs. The role focuses on providing excellent post-delivery support, maintaining strong customer relationships, and driving service improvements that maximise value throughout the product lifecycle.
Requirements
Role Objectives The following objectives represent the key responsibilities of this role. These will be discussed further during the interview process and agreed with the successful candidate.
Service Delivery & Support – Ensure delivered products remain reliable, supported, and fit for purpose by overseeing service operations, coordinating support activities, and driving service excellence.
Continuous Service Improvement – Analyse incidents, trends, and service performance to identify root causes and opportunities for improvement. Work collaboratively with delivery and product teams to implement enhancements that improve user experience, service resilience, and operational efficiency.
Customer Relationship Management – Build and maintain trusted relationships with customers and stakeholders, acting as the primary point of contact for service-related matters. Ensure customer expectations are managed effectively and that services continue to deliver measurable value.
Operational Governance – Monitor service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring risks, issues, and dependencies are proactively managed and communicated. Compile and regularly report on relevant metrics to highlight conformance with agreed SLAs and identify where any issues are emerging that require resolution. Lead any remedial activities required to improve SLA performance.
Cross-functional Collaboration – Work closely with delivery, engineering, and product teams to ensure smooth transition of new capabilities into live service, while minimising operational impact and supporting long-term service sustainability.
Service Life...
Service Delivery Manager in East Kilbride employer: Hackajob
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