Service Delivery Manager

• Be responsible for overseeing the day-to-day operation, management, support, and continuous improvement of national and business critical live operational digital services.

• Coordinate the response to incidents, problems, and exceptions, escalating to Lead Service Delivery Managers as required.

• Ensure root cause analysis on incidents and corrective action is taken to prevent recurrence.

• Work with Delivery Managers to define, plan, and transition service improvements and technical changes into live service.

• Monitor service health to proactively identify and resolve issues.

• Track and report on Service Level Agreements, Key Performance Indicators, and service metrics to identify trends and areas for improvement.

• Create Service Highlights Reports and lead Service Reviews with clients.

• Build effective working relationships and always act in a confident, transparent, collaborative, and commercially aware way.

• Monitor the application of the methods and requirements of the Live Service Operations ‘Well-Assured’ Framework.

• Maintain accurate and up-to-date documentation for all operational processes and procedures.

• Support practitioners in a calm, clear, collaborative, and hands-on approach that enables them to maximise overall quality and velocity.

• Provide an excellent client experience and satisfaction while meeting Service Level Agreements, Key Performance Indicators, and delivering contractual obligations to a high standard.

• Play a key role in the ongoing development of the Live Service Operations discipline within Informed, driving innovation, best practice adoption, and pro-actively contributing to Communities of Practice (CoP).

• Experience of supporting business critical digital services, systems and/or infrastructure, with responsibility for ensuring that Service Level Agreements, Key Performance Indicators, and contractual obligations are met.

• Experience of supporting digital services that integrate multiple organisations and systems. Experience of the Government Digital Service (GDS) Standard is preferred.

• Experience of working with multi-disciplined teams comprising software developers, testers, Infrastructure Engineers, and IT operations staff in a DevOps and SRE environment.

• Outstanding verbal and written communication skills with the ability to express opportunities in simple terms to stakeholders of varying levels of seniority.

• Strong willingness to share knowledge and coach more junior team members.

• Strong understanding of continuous service improvement using Agile methodologies (Scrum etc).

• A willingness to travel and work onsite if required.

• A 2:1 degree or above in an IT, Computer Science, or Business Information Systems discipline.

• Able to work under pressure and to short deadlines with a clear sense of priority within a fast-paced and agile environment.

• Excellent work planning capabilities and time management skills.

• Ability to balance conflicting deadlines and priorities.

• A meticulous attention to detail.

• Punctuality, reliability, and a clear commitment to your role.

Our benefits package compliments our highly competitive salaries and our great working environment. We believe that our people should be properly rewarded for their commitment to the continued success of our business through a comprehensive and flexible range of benefits.

These can include:

• InformedACADEMY© – We offer excellent career development opportunities through our award-winning personal and professional development programmes, including support with professional certifications.

• Industry leading health and wellbeing plan – We partner with several wellbeing support functions to cater to each individuals need, including 24/7 GP services, mental health support and physical health support.

• Hybrid working*

• Private Health Care Cover*

• Generous life assurance cover*

• Gym Membership*

• Monthly office lunch

• Onsite massage sessions

• 25 paid working days holiday per year plus bank holidays*

• Sabbatical Leave Scheme*

• Enhanced Maternity Leave and Pay*

• Enhanced Paternity Leave and Pay*

• Company Pension Contribution

• Profit Share Scheme

• Payment of professional subscriptions

• Generous referral scheme with no limits on the number of referrals

• *Qualifying period applies

Culture

We are proud to nurture a workplace culture that is diverse, inclusive, rewarding, and egalitarian.

We strive to live up to our values of Innovation, Excellence, and Integrity by thinking about things differently, always doing our best, and acting in good faith at all times.

We’re a team of passionate problem solvers. We take pride in helping our clients accelerate and de-risk digital business change so that we can collaborate and codesign world class digital services that solve complex business and safety critical problems, particularly where place, location or geography are important.

Our workplace culture reflects how we go about our work, the type of work that we choose to do, and our commitment and contribution to the sustainable social, environmental, and economic development aims of the communities that we are part of.

We focus both on technical skills and equally importantly, on the cultural fit of prospective new colleagues. Our success relies on fostering an environment where creativity and collaboration produces great outcomes for our people, our clients, and our partners.