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Service Delivery Manager

3 months ago

London, United Kingdom Police ICT Full time

_**Join Police Digital Service as a Service Delivery Manager (SDM)
**_The post holder reports to the Senior Service Delivery Manager who has responsibility for the PDS IT Service Management (ITSM), which manages both the PDS internal services and national policing services that have been transitioned over from programmes.
- **About Police Digital Service
**_We exist to harness the power of digital, data and technology to enable UK policing to better protect the communities it serves. Ours is a team of experts in commercial services, technical assurance, data, digital transformation and innovation,with a unique experience in policing and national programme delivery.

**Why Join us?**
- Balance is important and we want you to take time off to recharge - we offer 28 days’ annual leave plus bank holidays, rising to 30 days after 5 years of service. You can also purchase up to 5 days to top up your balance
- Flexible working hours - We trust you to do your job and we appreciate that life doesn’t always fit around a 9 to 5 workday. We operate core hours of 10 to 4, Monday to Friday
- We care about your well-being - we have an employee assistance programme that offers not just welfare benefits and counselling at the end of a telephone line but also discounts. You'll receive entitlement to sick pay right from your first day with us
- Plan for the future - we offer an excellent pension scheme and life assurance cover
- Put your mind at rest regarding your health - offering remote GP, mental health and physiotherapy appointments via video consultation
- Family - maternity and paternity pay and a flexible return to work (parents can work 80% of their hours on 100% pay for their first month returning to work)
- Community - one paid day off per year to attend volunteering events

You can find out more here:
Benefits - Police Digital Service (pds.police.uk)
- **The role and responsibilities**_
- Managing our service delivery providers, ensuring they are fulfilling their contractual commitments and SLAs.
- Assisting with the management of the change process, such as reviewing requests for changes for completeness and assisting with approvals
- Preparing accurate and timely customer service reports and assist the Senior SDM with customer service reviews
- Assisting with project transition into BAU, ensuring documentation is complete and fully handed over by the project in a timely manner and with the required detail
- Being a point of contact for customer issues and concerns, dealing with them accordingly and escalating where appropriate
- Regularly using the service management tool and the provider portals to gather information and assist decision making
- Deputising for the Senior SDM when required
- Ensure the security of information and that company information assets, systems and infrastructure are protected appropriately.
- Carry out the role in a responsible, professional and security-aware way
- **What you need to succeed in the role **_
- ITIL v3 foundation or experience in an ITIL aligned ITSM team or organisation
- An appreciation for confidentiality and ability to be vetted to SC and NPPV level 3
- ITSM experience, working across incident, change and problem processes
- Excellent verbal and written communications skills to be able to communicate at all levels across multiple organisations
- Excellent customer service, stakeholder and influencing skills
- Experience working with and managing 3rd parties and suppliers, including a managed service provider
- Ability to manage priorities and work autonomously
- A strong desire to develop and take opportunities as they arise

**Working Arrangements**

This is a remote role.