Service Delivery Manager

3 weeks ago

Bristol, Bristol, United Kingdom Twinstream Full time
Job Title: Service Delivery Manager

We are seeking an experienced Service Delivery Manager to join our team at TwinStream. As a Service Delivery Manager, you will be responsible for managing the provision of an early-life Cross Domain Service for a Government customer.

Key Responsibilities:

  • Manage a team of up to 10 engineers to support the cross-domain system.
  • Ensure timely response to incidents and oversee incident/problem management process.
  • Work with engineering team leads to coordinate and prioritise work within an agile delivery framework and toolset (Jira) and ensure continuous delivery of updates into the test, reference, and production systems.
  • Maintain and report on the service resource and budget plan.
  • Provide regular reporting to customers on the provision of the managed service, including adherence or exceptions to commercial commitments (SLAs, KPIs etc.).
  • Plan and lead live service risk/issue/opportunity reviews.
  • Lead and coordinate upkeep of the project knowledge base.
  • Work closely with customer stakeholders to ensure that TwinStream's managed service docks into their own processes and tooling effectively and efficiently.
  • Contribute to configuration and asset management processes.
  • Work with the Managed Services Lead to evolve the TwinStream Managed Service Framework.
  • Work with TwinStream's agile delivery managers to ensure seamless Service Transition between managed service provision and project delivery.

Requirements:

  • Experience of managed service provision into public sector customers.
  • Familiarity with ITSM frameworks such as ITIL and ISO 20000.
  • Familiarity with Service Integration and Management (SIAM).
  • Familiarity with Agile methodologies and toolsets (particularly Jira and Confluence).
  • Experience of MoD JSPs, SCIDA and other related policies/processes.
  • Familiarity with MoD Operational Service Management (OSM) tools, policies, and processes.

About TwinStream:

TwinStream is an equal opportunities employer that values diversity at all levels. We are committed to providing a safe and inclusive work environment for all our employees.

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