Service Delivery Manager

Service Delivery Manager

450 - 500, Outside IR35

Cheltenham Hybrid

DV-Clearance Required

Your new company
A large Organisation based in Cheltenham

Your new role
The DV Cleared Service 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 working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.
Responsibilities:

• Manage a team of up to 10 engineers to support the cross-domain system.
• Ensure timely response to incidents and oversee the 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 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 agile delivery managers to ensure seamless interaction between managed service provision and project delivery.

What you'll need to succeed

• Experience of managed service provision to 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 have DV clearance

What you'll get in return

• Up to 500 per day, outside IR35.
• Continuation on DV Clearance

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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