Service Delivery Manager

SERVICE DELIVERY MANAGER / BRISTOL & CORSHAM / £70,000 TO £90,000 PER ANNUM DOE & CLEARANCE A fantastic new opportunity for an experienced Service Delivery Manager, to join a fast-growing business. In 2019, our founders were working as engineers solving complex cross domain problems in defence and security organisations.  Our client was formed to consolidate the founder’s collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. The business is headquartered in Cheltenham with teams working both on-site with clients and remotely from home.  The Service Delivery Manager will be responsible for managing the provision of the Cross Domain Service for a Government customer. Working at the customer site with a team of up to 10 engineers, the Service Manager will be responsible for the day-to-day management of the service. The Service Manager will be the primary on-site representative of our client, working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.    What’s on Offer? Highly competitive full-time salary of £70,000 to £90,000 depending on experience. Pension – 8% pension plan.  Learning and Development – A £1,000 training budget to help with your development. 25 days\’ holiday plus bank holidays. Every quarter, our client holds a meeting involving all team members – this allows them to meet up, chat about all things related to them, and enjoy team building and company updates. Christmas and summer parties to celebrate our successes. Health and Well-being – Access to workplace Mental Health First Aider Life assurance Key Responsibilities of the Service Delivery Manager: Manage a team of up to 10 engineers to support the cross-domain system  Ensure timely response to incidents and oversee incident management process  Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions  Liaise with customer and other supplier stakeholders to manage and resolve issues  Contribute to configuration and asset management processes at the client  Ensure continuous delivery of updates into the test, reference, and production systems  Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities   Providing regular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)  Providing regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed  Acting as a point of escalation for customers  Working closely with customer stakeholders on an ongoing basis to ensure that our clients managed service docks into their own processes and tooling effectively and efficiently  Supporting internal stakeholders with commercial proposals and negotiations as required  Identifying and reporting commercial opportunities to the internal commercial stakeholders  Working with our clients agile delivery managers to ensure seamless interaction between managed service provision and project delivery  Skills & Experience Required: Experience of managed service provision into public sector customers  Strong written and verbal communicator  Proactive  Adaptable  Familiarity with ITSM frameworks such as ITIL and ISO 20000  Familiarity with Service Integration and Management (SIAM)  Must be DV clearance  Further Information: Our client is an equal opportunities employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, religion, disability, age, sexual orientation, and gender.  Due to the industries in which some of the clients of our client work, and to comply with their requirements, any offer would also be conditional on satisfactory base line Personnel Security Standard Check  What’s Next? If you have the drive and experience to be successful in this Service Delivery Manager position, we would love to hear from you. APPLY NOW for immediate consideration