Senior Service Delivery Manager (Working from home) in Aberdeen

Compensation: £55,000 – £65,000 Base (depending on experience) + Benefits

Service Delivery Manager for an outcome-based cloud and platform managed service contract in a fast-growing technology consultancy specialising in the energy sector.

Accountable for SLA and KPI attainment, service governance and customer reporting on a single major contract involving a large hybrid multi-cloud estate — Azure, AVS, Arc, AVD/Citrix, OCI, AWS and Microsoft 365.

ITIL certification expected. Background from a technology consultancy or managed service provider is a plus. Flexible working is available.

The primary accountability of this role is the successful delivery of the contract against its agreed outcomes and service levels.

• Act as the named Service Delivery Manager, accountable for service governance, performance reporting and escalation.
• Own attainment of the contracted service levels and KPIs, including incident response and resolution SLAs, patch compliance, backup and restore success, DR test compliance and repeat incident rate.
• Manage the service credit regime — track exposure, understand where performance is drifting, and act before credits are incurred.
• Produce the monthly service report covering incident and request volumes, SLA and KPI attainment, patch compliance, change performance, backup performance, and trends and improvement actions.
• Run the monthly service review and quarterly business review with the customer.
• Operate the major incident process alongside the customer's Major Incident Manager, including stakeholder communications, post-incident review and problem record creation.
• Own the operational documentation, run-books and knowledge-base articles produced under the service, and ensure they stay current.
• Manage the contract's commercial performance and effectively manage the scope of the service.
• Assess customer feedback and use creativity to establish, improve and refine the service.
• Escalate to Hypercube management where the success of the contract is at risk.
• Lead the contract delivery team, manage conflict, and ensure the team's processes and tasks are carried out efficiently.
• Resource the service in full across core hours and 24×7 non-core cover for P1 and P2 incidents — own the rota, on-call arrangements and holiday planning.
• Manage finances and budgets, and determine ways to reduce cost without sacrificing customer satisfaction or service levels.
• Manage risks, actions, issues and decisions (RAID) for the contract.
• Produce high-quality communications, documentation and presentations for colleagues and customers.
• Own the Handover to Support (HOTS) process for new or migrated services entering the managed service, including acceptance criteria and remediation plans where gaps exist.
• Maintain and own the continual service improvement plan throughout the term.
• Maintain a current exit plan and deliver an orderly, low-risk transition-out to the customer or a successor supplier at the end of the contract.
• Support security and compliance obligations — least-privilege and just-in-time access, personnel screening and joiners/movers/leavers controls, and audit evidence for internal and external audits.

Able to attend the customer's Aberdeen office as required. We're flexible and are mostly looking for bright people who can adapt as the role grows.

Experience required includes:

• Running a managed service against contracted SLAs and KPIs, ideally with service credits at risk.
• Working with ITSM tooling — incident, request, change, problem and knowledge management.
• Strong working knowledge of ITIL — certification expected.
• Major incident management and post-incident review in a 24×7 environment.
• Service reporting and data — pulling ticket and compliance data, spotting the trend, and presenting it honestly.
• Planning skills including the ability to define and fulfil tasks and schedules to an established business rhythm.
• Commercial acumen as applied to the financial profile and management of contracts.
• Fixed-price or outcome-based commercial models, and gainshare or savings-share mechanisms.
• Backup and disaster recovery operations, restore testing and DR exercises.
• Transition-in and transition-out of managed service contracts.
• Microsoft Azure, Microsoft 365, OCI or AWS platform operations.
• Agile frameworks such as Kanban or Scrum.
• MS Office (esp. PowerPoint, Word and Excel), Azure DevOps, Jira.
• Experience supporting estates with an operational technology or offshore component.
• Team management and conflict management.

Hypercube is a growing technology and software company that aims to bring in the best possible talent to solve the most interesting challenges for our customers. This is a single, substantial contract to own end to end — you are not spread thinly across a portfolio. You'll have real autonomy over how the service runs, direct access to our existing team of experienced technology leaders and their wider network, and a genuine say in how we shape our managed service offering as we grow it.

You'll also be helped to grow your own brand as you contribute to the outward-facing aspects of this business.

Benefits include:

• Pension
• Flexible working
• Events and community
• Private health insurance
• Health cash plan
• Training and events budget

All qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy/maternity, race, nationality, religion or belief, gender, and sexual orientation.

We would consider part-time, condensed hours, job-share, and other flexible arrangements to secure the absolute best people.