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Service Delivery Manager-Active SC Cleared
3 months ago
Job DescriptionPosition Title:
Service Delivery Manager-Active SC ClearedLocation:
United KingdomReports To:
Programme DirectorPosition Type:
Full-timeExperience Level:
5+ years.
About the Company:
We leverage our strong capabilities to build powerful solutions that make a real difference for our clients.
We offer a full lifecycle approach to our services, from discovery sessions, design workshops, and business process analysis to deployment, change management, and ongoing support to help clients maximise their investment in the platform.
Role Overview:
The Service Delivery Manager will be responsible for overseeing the delivery of IT services within the Secure by Design initiative, ensuring that services meet the required standards and deliver value to the MOD.
The Service Delivery Manager will work closely with internal teams, suppliers, and stakeholders to ensure the successful delivery of services.
RequirementsKey Responsibilities:
- Service Management:o
o
Develop and maintain service management processes, including incident, problem, change, and configuration management.
- Performance Monitoring:o
o
Conduct regular service reviews with stakeholders, providing updates on performance, issues, and improvements.
- Supplier Management:o
o
Coordinate with suppliers to resolve service issues and implement improvements.
- Stakeholder Engagement:o
o
Work with stakeholders to understand their requirements and ensure services meet their needs.
- Continuous Improvement:o
o
Lead initiatives to improve service quality, efficiency, and customer satisfaction.
-
Risk Management:
Identify and manage risks associated with service delivery, implementing mitigation strategies as required.
o
Ensure compliance with MOD security policies and procedures.
- Documentation and Reporting:o
o
Provide regular reports to senior management on service performance, risks, and improvement activities.
Essential Skills and Experience:
- Education and Experience:o
o
Minimum of 5 years' experience in IT service delivery or service management roles.
- Technical Skills:o
o
Experience with service management tools and technologies.
o
Proficiency in performance monitoring and reporting.
o
Familiarity with risk management and mitigation strategies.
- Interpersonal Skills:o
o
Strong problem-solving and analytical skills.
o
Ability to manage and resolve conflicts effectively.
- Certifications:o
- Security Clearance:o
Desirable Skills and Experience:
- Previous experience working within Defence organisations or government sectors.
- Familiarity with MOD service management processes and governance structures.
- Experience with Agile and Waterfall project management methodologies.
- Knowledge of cyber security principles and practices.
- Ability to manage multiple projects and priorities in a dynamic environment.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and innovative work environment.
- Access to cutting-edge technologies and training resources.
Key Responsibilities:
- Service Management: o Oversee the delivery of IT services, ensuring alignment with service level agreements (SLAs) and key performance indicators (KPIs). o Develop and maintain service management processes, including incident, problem, change, and configuration management.
- Performance Monitoring: o Monitor and report on service performance, identifying areas for improvement and implementing corrective actions. o Conduct regular service reviews with stakeholders, providing updates on performance, issues, and improvements.
- Supplier Management: o Manage relationships with external suppliers, ensuring they deliver services in line with contractual agreements. o Coordinate with suppliers to resolve service issues and implement improvements.
- Stakeholder Engagement: o Act as the primary point of contact for service delivery issues, providing regular updates to stakeholders. o Work with stakeholders to understand their requirements and ensure services meet their needs.
- Continuous Improvement: o Identify opportunities for service improvement and implement changes to enhance service delivery. o Lead initiatives to improve service quality, efficiency, and customer satisfaction.
Risk Management:
o Identify and manage risks associated with service delivery, implementing mitigation strategies as required. o Ensure compliance with MOD security policies and procedures.
- Documentation and Reporting: o Maintain comprehensive service documentation, including service level agreements, performance reports, and incident logs. o Provide regular reports to senior management on service performance, risks, and improvement activities.
