DV Service Delivery Manager

Who are we:

In 2019, our founders were working as engineers solving complex cross domain problems within government organisations

TwinStream was formed to consolidate their collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. We have teams working both on-site with clients and remotely from home.

Details:

£550 - £650 (6month contract oitside of IR35) 

Must have DV-Clearance 

Primary location at Customer Site in Cheltenham and occasional attendance at other customer sites in Bristol, Corsham, and other locations as required. 

About the role:

The 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 TwinStream 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 TwinStream 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 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 TwinStream's 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 TwinStream's agile delivery managers to ensure seamless interaction between managed service provision and project delivery 

Key Skills:

• Experience of managed service provision into 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 

There are many great reasons to join our team 

Pension Plan 

Secure your future with our competitive pension plan that offers an 8% employer contribution.  

Private Medical Healthcare 

Your health and well-being are our top priorities. Enjoy comprehensive private medical healthcare, which includes dental and optical care for you and your family.  

Learning and Development 

Your career is in your hands. We empower you to take charge of your own development, giving you the autonomy to shape your growth. To support this, everyone receives an annual training budget of £1,

Flexible Working 

We understand the importance of balancing work and life. Flexibility is not just a policy for us; it is part of our culture. We are passionate about helping you seamlessly integrate work with your home life.   

Electric Vehicle Scheme  

Drive sustainability forward with our electric vehicle leasing scheme. You can take advantage of this initiative through a convenient salary sacrifice program.   

Holidays  

Enjoy annual leave of 25 days, plus bank holidays, allowing you to recharge and spend time on what matters most.     

Team Events 

We love celebrating our achievements In addition to our quarterly meetings, you can look forward to our Christmas and summer parties—opportunities to relax, reflect, and have fun as a team.   

Additional Benefits  

We provide life assurance for your peace of mind and a cycle-to-work scheme to support your health and sustainability goals. 

Further Information: 

Due to the industries in which some of our client's work, and to comply with their requirements, any offer would also be conditional on satisfactory base line Personnel Security Standard Check 

Want to learn more? Contact our Recruitment Manager, Anthony Gallagher on or visit our website  

TwinStream is an equal opportunities employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, religion, disability, age, sexual orientation, and gender. 

Further Information: 

To meet the security requirements of certain clients and industries we serve, any job offer will be contingent upon the successful completion of a security screening process. 

At TwinStream, we take pride in being an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment where all individuals are valued and respected. We welcome applications from qualified candidates regardless of race, religion, disability, age, sexual orientation, or gender.