Principal Service Delivery Manager in Swansea

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

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 the Principal Service Delivery Manager, you will design, lead and deliver managed service solutions for Made Tech customers. You will work with Made Tech principals across our disciplines including data, security, engineering and strategy, as well as delivery partners to ensure business critical services are transitioned and supported with minimal risk and meet the needs of our customers. You will leverage your deep ITIL knowledge and experience of offering managed services to customers, help shape our services and define our service delivery approach. You will also contribute to Made Tech's growth, by working with marketing on thought leadership content, speaking at events and perform pre‑sales activities such as responding to bids.

Key responsibilities:

• Assessing the existing operational processes in place with our customers, providing recommendations for improvements and designing target operating models.
• Taking responsibility for understanding service requirements, shaping and delivering transition programmes on customer accounts providing SME engagement as a specialist managed service consultant.
• Implementing ways of working that encourage continuous improvement and user focused changes across a range of digital, data and platform services, without compromising on the stability and reliability of the service.
• Providing pre-sales support on bids using customer, stakeholder and managed services knowledge to meet customer needs, adding significant value and credibility and maximising bid opportunities for Made Tech.
• Champions and leads the development of knowledge management approaches and defines operational processes and systems to monitor, evaluate and maintain knowledge across flexible service management teams.
• Create repeatable and reusable processes that allow Managed Services to be delivered in a modular way.
• Taking the lead on establishing contracts and SOWs with customers, working closely with Client partners to manage customer relationships and build opportunities.
• Working closely with the engineering teams to define transition and support processes for products and services deployed across multiple government departments and/or local authorities.
• Implements processes, tools, and teams to ensure that the transition of services, service components and packages is planned and compliant; including but not limited to release and deployment activities, security patches and upgrade packages.
• Providing specialist advisory services and guidance, support and team leadership to our service teams and customers such as shaping the design and delivery of transition programmes, target operating models, supporting business case reviews and assuring key deliverables.
• Providing content generation and leading on support to industry objectives such as leading marketing initiatives, blogs, speaking at events etc.
• Leading and championing the Managed Service practice across Made Tech through CoP leadership and development and delivery of training/briefings, providing coaching and mentoring support etc.
• Promote and demonstrate continuous feedback such as from colleagues and customers and create and deliver plans to act on feedback.
• All team members share responsibility for maintaining our Service Management System. This includes actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations.

Skills, knowledge and expertise:

• A track record of working directly with Public Sector customers and users of Public Service products and services.
• Experience working in a leadership role within a technology consultancy.
• Evidence of developing support services for greenfield digital, data and platform products.
• Knowledge of service management tooling and experience in integrating tools across organisations.
• Repeated experience in designing transition plans for replacing incumbent service management suppliers and for transitioning services from Beta into Live through service acceptance governance.
• Hands on experience of working closely with other disciplines (e.g. security, architecture, engineering) as part of a multidisciplinary approach.
• Experience of defining governance processes and procedures, and applying governance and oversight to a range of deliveries.
• Generating playbooks and defining learning plans for a wide range of skill levels.
• Facilitating and delivering cross‑skilling to support delivery managers and project managers.

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.

Benefits:

• 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.