Senior Service Delivery Manager
3 weeks ago
Location: Hybrid working in either Swansea, Bristol, Manchester, London.
Support in applying
If you need this job description in another format, or other support in applying, please email talent@madetech.We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. When you apply, we'll put you in touch with a talent partner who can help with any needs or adjustments we may need to make to help with your application. As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life-saving services that support blue-light operations, to platforms that ensure the smooth running of government. This role reports into the Head of Managed Services.
The role of a Senior Service Delivery Manager will support 4-5 services in parallel and requires a solutions focussed leader to drive success.
Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
Identify ways to improve and contribute beyond day-to-day delivery. This could be by participating in COP or supporting recruitment.
Don't worry - we don't expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies on your way to promotion.
Service operations:
Implement incident and problem management processes using best practice such as ITIL or Agile Service Management
Coordinate and manage the resolution of major incidents and subsequent root cause analyses
Champion governance, risk and engagement processes and be responsible for others following the processes
Manage change using robust change management processes that prevent scope creep
Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc
Create, run and report on a service transition plan for onboarding a new service into a Managed Service team
Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers
Coordinate knowledge management across a multi-disciplinary team
Support and manage competing priorities
Proactively identify and progress service and product improvements balancing user needs and client strategy
Take ownership of team rotas and manage availability for shift-based team members
Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use
Demonstrate encouragement of high performers, to support them towards successful promotions
Provide regular feedback for team members and support them in producing development plans where appropriate
Contract management:
Adherence and management of contractual obligations, including SLA management
Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT
Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders
Ability to track and calculate service credits on an ongoing basis
Develop and maintain strong relationships with senior stakeholders
Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements
Produce high-quality reports that consider the context of the clients' objectives
Community development
Support junior service delivery managers, who may not be in your core team, to develop and gain new skills
Contribute to both Managed Service & Delivery Communities of practice
Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech
Leverage knowledge and experience in service management to showcase Made Tech's capabilities externally
We're committed to building a happy, inclusive and diverse workforce. You can get a sense of what it's like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice).
Like many organisations, we use Slack to chat to each other. The Slack groups that have formed give an idea of the diversity within Made Tech. disability
women-in-tech
We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. 30 days Holiday - we offer 30 days of paid annual leave
️ Flexible Working Hours - we are flexible with what hours you work
Flexible Parental Leave - we offer flexible parental leave options
Remote Working - we offer part time remote working for all our staff
Paid counselling - we offer paid counselling as well as financial and legal advice.
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