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Service Delivery Manager

3 months ago

London, United Kingdom National Savings and Investments Full time

Job summary

This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public. As Enterprise Service Management (ESM) Service Delivery Lead, you will be a key decision maker and influencer and liaise with the most senior internal and 3rd party stakeholders.

The post holder will be required to have extensive experience in IT and/or Operational Service Management and should enjoy working in a fast-paced environment. You will be required to use your expertise to direct, advise and support your team to deliver high-quality services. Using your deep knowledge of Service Management and stakeholder management skills, you will be required to effectively influence change within one of the largest government organisations.

As ESM Service Delivery Manager you will have primary responsibility for the oversight of the supplier operational delivery, business incident management and change delivery to ensure performance and service quality. This role acts as the connector, translator and mediator between NS&I business, the supplier and ESM Client(s).

You will be responsible for a team who will work with the supplier and NS&I Business Stakeholders (across a number of Directorates) and ESM Client(s) to understand the business and customer demands and be responsible for leading activities, as the escalation point, for operational service, incident or change issues.�

This role will work with a dedicated team, the NS&I wider business, our prime third party partner and ESM Client(s) to review the demand and the service scope to ensure that the services delivered are �fit for purpose�, alongside the Commercial and Finance teams to negotiate relevant terms and/or contract scope with the supplier(s), when required.

Job description

Oversight of the performance of the supplier ensuring successful operational delivery of the services as defined by the supplier contract (Including KPIs, contractual requirements, operational change implementation and agreed processes), ensuring that the services meet the NS&I business expectation.�
� � �Promoting and building collaborative relationships between the supplier, Client(s) and NS&I stakeholders
� � �Lead a team responsible for Operations Assurance, Business Incident Management and Change Management administration
� � �Effective engagement with senior stakeholders, both internal and external, to ensure alignment and to manage challenges and escalations from the delivery teams
� � �Act as the main escalation point for the wider delivery team, engaging relevant stakeholders in resolution activities
� � �Maintain a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific ESM Client
� � �Proactive management of supplier SLA and KPI tracking and performance � ensures that quantitative and qualitative data is collected for proactive management of volumes, SLA and KPI achievement on a regular basis identifying any potential opportunities for continual improvement, issues or risks
� � �Address, when necessary, supplier�s poor performance ensuring adherence to contractual obligations and escalating to Head of Client accounts and commercial management when necessary
� � �Responsible for developing and delivering an annual operational assurance plan and report findings monthly to the ESM Service Delivery Manager and relevant client(s)
� � �Oversight in the resolution of any Business incident issues raised and liaise with relevant client(s) and internal stakeholders.�
� � �Present as-needed internal/supplier/client meetings to review performance and progress on key areas such SLA and KPI performance, operational risks and issues, blockers, operational improvements & change initiatives, process compliance and overall service performance�
� � �Collaborate with other NS&I Directorates to identify service gaps and performance issues, and promote collaborative ways of working
� � �Act as a subject matter expert on the suppliers contract scope and services delivered
� � �Demonstrate leadership qualities by mentoring and line managing members of the team, supporting them to perform to their full potential and driving succession planning

Person specification

Essential skills and experience

You�ll have a demonstrable passion for Service Management, with the following skills or extensive experience in:

� � �the application of Service Management and customer service delivery across a range of services within varying environments
� � �applying your expert knowledge of the various communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required
� � �understanding how your current work fits into broader business �strategy so that deeper underlying problems and opportunities can be addressed and managed appropriately
� � �acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required�
� � �taking responsibility for service spending, ensuring actual costs are within budget and managing any over/underspend


Essential technical knowledge

� � �Experience in Microsoft office products and ability to develop own reports to be used to present internally and externally making recommendations based on factual quantified information.

Behaviours

We'll assess you against these behaviours during the selection process:

Changing and ImprovingCommunicating and InfluencingLeadershipMaking Effective DecisionsManaging a Quality Service

We only ask for evidence of these behaviours on your application form:

Changing and ImprovingLeadershipManaging a Quality Service

Benefits

Alongside your salary of �56,000, National Savings and Investments contributes �15,120 towards you being a member of the Civil Service Defined Benefit Pension scheme.

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over �218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.

A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Some benefits of working at NS&I include:�

Learning and development tailored to your roleAn environment with flexible hybrid working options9 day fortnight schemeA culture encouraging inclusion and diversityA Civil Service pension with an average employer contribution of 27%Generous annual leave � starting at 25 days, increasing to 30 daysPerformance related variable pay bonusEnhanced maternity, paternity, adoption and shared parental leave