Senior Service Delivery Manager

Location: Any UK Office Hub with Hybrid-working policy (Bristol / London / Manchester / Swansea)

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.

About the role

As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. 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.

Key responsibilities

• Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
• Manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.
• Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
• Identify ways to improve and contribute beyond day-to-day delivery.

Skills, knowledge and expertise

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.

Competencies and behaviours:

• Ability to multi-task and confidently prioritise for yourself and others.
• Expressing confidence when faced with challenging situations.
• Make fast, sound decisions whilst under pressure.
• Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring.
• Solution focussed and outcome driven.

Service operations

• Implement incident and problem management processes using best practice such as ITIL or Agile Service Management.
• Coordinate and manage the resolution of major incidents and subsequent root cause analyses.
• Champion governance, risk and engagement processes and be responsible for others following the processes.
• Manage change using robust change management processes that prevent scope creep.
• Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc.
• Create, run and report on a service transition plan for onboarding a new service into a Managed Service team.
• Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers.

Team leadership

• Coordinate knowledge management across a multi-disciplinary team.
• Support and manage competing priorities.
• Proactively identify and progress service and product improvements balancing user needs and client strategy.
• Take ownership of team rotas and manage availability for shift-based team members.
• Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use.
• Demonstrate encouragement of high performers, to support them towards successful promotions.
• Provide regular feedback for team members and support them in producing development plans where appropriate.

Contract management

• Adherence and management of contractual obligations, including SLA management.
• Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT.
• Collaborating with user-centred design and product teams to develop bespoke client focussed measures of value.
• Manage team budget and capacity, and forecast upcoming workload.
• Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders.
• Ability to track and calculate service credits on an ongoing basis.
• Confidently act as the primary point of contact for customer escalations.
• Develop and maintain strong relationships with senior stakeholders.
• Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements.
• Communicate effectively in both written and verbal communications.
• Produce high-quality reports that consider the context of the clients’ objectives.
• Drives collaboration and breaks down barriers between conflicting views.
• Demonstrate tact and diplomacy when managing key stakeholders, both client and internal, across all levels.

Community development

• Support junior service delivery managers, who may not be in your core team, to develop and gain new skills.
• Contribute to both Managed Service & Delivery Communities of practice.
• Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech.
• Leverage knowledge and experience in service management to showcase Made Tech’s capabilities externally.

SC eligibility:

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' continuous 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.

Support in applying

If you need this job description in another format, or other support in applying, please email talent@madetech.com.

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application.

We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates. 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.

Here are some of our most popular benefits listed below:

• 30 days Holiday - we offer 30 days of paid annual leave plus bank holidays
• Flexible Working Hours - we are flexible with what hours you work
• Flexible Parental Leave - we offer flexible parental leave options
• 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

Life at Made Tech

We’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice).

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.