Service Delivery Manager
Location: Telford/Worthing
Grade: C1
Job Description
* Act as the single point of contact between Client Service Managers and Delivery Teams, serving as an escalation point for live service issues and owning all existing and new services.
* Manage customer relationships, including preparation for business events, forecasting and improvement initiatives.
* Ensure team financial forecasts are managed regularly and that actuals are accurately reported as part of the M‑Review cycle with support from PMO.
* Support Incident Management processes and manage communication responses, providing required information to management, technicians and the business.
* Support Major Incident processes and manage communication responses for management and technicians.
* Report uptime and availability of live operational services/infrastructure, manage Service Level Measures and handle associated commercial discussions.
Skills and Experience
* Ability to manage conflicting demands.
* Interface with key third parties and internal functions.
* Support service delivery and service improvements.
* Take ownership of service issues.
* Excellent communicator and stakeholder manager.
* Lead alerting, reporting, and monitoring of live service.
* Report against SLA and KPI’s, produce management information with detailed analysis.
* Outcome-oriented.
* Proactively engage with and lead major incident management when required.
* Lead and assist with continuous service delivery improvement initiatives.
* Confident working in an Agile environment.
Requirements & Eligibility
Successful candidates will undergo a series of pre‑employment checks, including identity, nationality or immigration status, employment history for the past three continuous years, and an unspent criminal record check (Disclosure and Barring Service). Secure Check (SC) clearance is also required. SC clearance requires continuous residence in the United Kingdom for the last five years and other statutory criteria.
Security Clearance Eligibility
* Possible restriction to UK nationals for security reasons.
* Applicants may be asked about citizenship during the application process.
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