Service Delivery Manager

A unique opportunity to lead software delivery within Large Scale Public Sector programmes with an innovative market leader. You will join a diverse and talented technical team with the opportunity to collaborate on building innovative solutions for our customers. No doubt the work you will do will make impacts on the UK most critical projects. You will be responsible for directing and managing the delivery of application, support and maintenance services provided to customers; to ensure that these services are delivered to expectation and meet customer requirements; and to improve the services to fulfill customers' changing business needs as they evolve over time.

This portfolio of customers is diverse and cover work supporting UKs most important, meaningful and interesting projects, from working on Track & Trace in the NHS, Re-platforming large biometrics databases in the Home Office to Digitising the MoD.

The skills we are seeking

Assure the delivery of application support and maintenance services to customers:

• Steering, planning, coordination, and reporting of service delivery for customer contracts across delivery parties (local delivery; offshore delivery; third parties; etc.);
• Lead the local delivery resources, including in terms of team cohesion and performance, capability/skills development;
• Manage cost to contract;
• Manage quality of service (SLAs, KPIs, compliance, etc.);
• Measure customer satisfaction and drive continual service improvement;
• Accountable/responsible Single Point of Contact (SPoC) for customer on service operations, change management, relationship management (incl. escalation management).

Develop the customer to establish a long-term cooperation:

• Transparency and forecasting of existing business
• Contribution to the development of the account plan for the customer
• Identification of customer-beneficial new business opportunities
• Drive the service improvement plan and innovation process
• Implement contractual changes
• Key contributor to pursuit/proposal processes
• Proactive operational management of the customer.

Contributions:

• Planning and implementation of service transition projects;
• Provide advice and guidance to customers and colleagues as part of decision-making processes;
• Direct, supervise, monitor and drive the support, testing and controlled implementation of new application releases in line with customer requirements and to time and budget;
• Evaluate suggestions, policy, and project papers and provide technical impact assessments for consideration by higher management, other delivery stakeholders, and customers;