ACCOUNTABLE TO: Service Delivery Director
OFFICE BASE: Edinburgh / Hybrid
Overview
The GCC Delivery Manager is responsible for the overseeing of projects, mid-sized initiatives, and catalogue-based service requests related to the GCC programme. This is a customer-facing role that demands strong stakeholder engagement, financial diligence, and operational oversight. It is not a project management role, and the distinction must be clearly understood: the Delivery Manager does not manage project plans or delivery timelines directly but ensures that all service elements are aligned, billed, and communicated effectively. This role functions as an internal customer within the organisation and does not carry any line management responsibilities over the PMO or project management teams.
Key Responsibilities
As a minimum you may be called upon to undertake all or some of these activities as required.
* Oversight and Coordination
o Provide governance and oversight across a portfolio of major and mid-sized projects, ensuring alignment with contractual obligations and service expectations.
o Monitor and support the delivery of catalogue items as defined in the GCC Service Request Catalogue.
o Ensure that service delivery remains consistent with the agreed exit management and transition plans.
o Act as the primary point of contact for customer interactions related to service delivery, billing, and project performance.
o Lead monthly delivery review meetings with GCC stakeholders and SIAM partners to discuss project performance, emerging needs, and improvement opportunities.
o Collaborate with customer teams to understand evolving requirements and ensure services remain aligned with business priorities.
* Billing and Financial Assurance
o Ensure accurate and timely billing of monthly project work, including one-off charges and incremental operating costs.
o Review and validate billing summaries prior to submission.
o Liaise with finance and operational teams to reconcile billing discrepancies and ensure transparency.
* Operational Support
o Coordinate with internal teams (e.g., PMO, Technical Support, Change Management) to ensure smooth service transitions and handovers.
o Maintain awareness of service risks and issues, escalating where necessary and contributing to the Continuous Service Improvement Plan (CSIP).
Knowledge / Skills / Background / Qualifications
* Proven experience in service delivery or operational oversight within a complex, customer-facing environment.
* Strong understanding of billing processes, service catalogues, and operational governance.
* Excellent communication and stakeholder management skills.
* Familiarity with ITIL practices and service management frameworks is desirable.
#J-18808-Ljbffr