Service Delivery Manager in West Malling

Main purpose of job:

The Service Delivery Manager (SDM) is responsible for delivering Technology services to a specific

internal business unit customer; driving consistent (SLA governed) service delivery, building a

collaborative and honest customer-supplier relationship and delivering timely, accurate and high

quality MI reporting. The SDM will strive to achieve the best possible customer outcomes for

internal business unit customers effectively balancing customer needs against resource availability

and commercial pressures.

The SDM will play a key role in the Service Delivery management structure, taking a share of rota’d

Incident Management escalation responsibilities alongside the rest of the Technology Service

Delivery management team (4x FTE’s) and will ensure quality and communication to their business

unit customers is maintained during Incident and Major Incident management scenarios.

The SDM will provide leadership through a matrix resourced structure to create a strong

performance driven and customer focused culture, feeding back improvements to the various

matrixed engineering functions within the Technology organisation. It is expected that the SDM will

leverage management information; past Incidents and consolidated customer feedback to drive

“data based” improvements to service performance.

The SDM will ensure the production of Monthly Service Review packs, ad-hoc Incident and Major

Incident Reports and relevant Management Information reports as required on a day to day basis to

support customer expectations.

Responsible to: Lead Service Delivery Manager

Budgetary responsibilities: No direct department budget responsibilities, but with significant input

into Service Delivery budgets as well as those across other areas of Technology.

Responsible for: No direct reports but will have responsibility for task managing resources

across Technology for specific pieces of work through a formal matrix management structure.

Key Job Responsibilities:

• Support the Technology Service Delivery Management team to maintain a strong service

relationship with business stakeholders through regular engagement, ensuring continued

buy in, transparency of decision making and evangelising the continued value of the Service

CAF HR 1

JD and PS

January 2023; Author: HRDelivery capabilities. Ensure that board reporting is transparent, accurate and positively

reflected with the appropriate attention to stakeholder viewpoints.

• Own allocated business unit Problem, Incident and Service Request fulfillment management

including ensuring that all SLA’s are reported, achieved and customer expectations are met

(or exceeded) at all times. Specifically including management of more proactive, quality

related activities in addition to service levels.

• Hold full responsibility for the end-to-end service provision to the allocated business unit;

acting as a single point for escalation, and at all times ensuring that systems, processes and

methodologies as specified are followed to ensure effective monitoring, control and support

of service delivery.

• Work with the various project and delivery teams to ensure that projects impacting the

allocated business unit are successfully and suitably transitioned especially where services

are being added and removed.

• Be involved with the ongoing communications with end Customers regarding service

performance and evolving requirements from the business units and reporting to Senior

Management on all issues relevant to the services being supported.

• Maintain and build strong customer and supplier relationships to ensure SLA's and service

excellence are managed and maintained, including attending internal and external service

review meetings.

• Working with the Service Delivery, project, Technology Security and procurement teams to

co-ordinate input into new technology evaluation and introduction into CAF’s technical

solution portfolio. Liaise with business stakeholders to provide consultative input to solution

changes/updates/upgrades and assist in defining and communicating the roadmap.

• Promote a “problem-solving” culture and focus efforts on continually improving quality and

eliminating waste in all areas. Including instilling a “hands-on” systematic approach to day-to-

day problem solving i.e. in line with Kaizen principles. Incorporating immediate, systematic

root cause analysis across all disciplines and verifying that permanent corrective actions are

identified and implemented

• Plan and schedule resources to the requirements of the business and ensure transfer of

knowledge to other staff to ensure the systems are understood.

• Form part of the support rota for managed service periods and out of hours cover and be a

point of escalation along with the other members of the Technology Leadership Team,

providing further escalation to the CTO or CAF’s executive if necessary.

CAF HR 2

JD and PS

January 2023; Author: HR• Support the CTO to build a culture of high performance; pro-activity; inter-team cooperation

and continuous improvement with Technology. Providing leadership and guidance to coach,

motivate, and lead team members to their optimum performance levels and career

development.