Quality Analyst at EXL conducting evaluations and data analysis, collaborating for process improvement and supporting operational excellence.
About the role
- Senior Service Delivery Manager at Envitia, overseeing service delivery for defense programs. Responsible for enhancing service performance and leading the Project Management team with key stakeholders.
Responsibilities
- Embedded Service Delivery Management
- Oversees service performance against agreed OLA's, SLA's & KPIs; Accountable for the management of major incidents (P1 and P2's) through to prompt and successful service restoration
- Accountable for planned and responsive communications with key stakeholders
- Accountable for analysing service performance data and creating the monthly service dashboard, ensuring reports are communicated in a language that is easily understood.
- Responsible for holding monthly service review meetings with the senior leadership team and tenants.
- Work effectively with stakeholders from the Service (Engineering and Transition teams) and our Tenants (users of the Service).
- Accountable for facilitating weekly Change Advisory Board (CAB) meetings to ensure risk and impact to service is understood prior to change deployment
- Responsible for contributing to the overall Navy Digital Hosting strategy, specifically from a service perspective
- Responsible for managing and controlling the evolution of service scope, taking ad-hoc demands and managing them into updates to service catalogue with the implications understood by service stakeholders.
- Responsible for service improvement plans, as required, to ensure service value and quality.
- Responsible for continuous improvement whilst protecting the integrity of the NDH service
- Responsible for defining and agreeing Operational Level Agreements with Service users (Tenants)
- Internal Service Delivery Management
- Responsible for owning and evolving service delivery processes, tools and methods within Envitia for products and solutions under support
- Responsible for improving monthly service delivery reports, internally and to clients
- Responsible for coaching delivery staff to improve service delivery to clients
- Responsible for service design and service delivery estimation within bids
- Responsible for service delivery improvement, both structurally and in response to lessons learned
- Line management and development of the current Service Management Analyst and other service delivery staff that may, in the future, be engaged.
- Support the achievement of ISO20000-1 certification within the business, and the maintenance of that certification thereafter.
Requirements
- Experience of infrastructure and software service delivery management.
- Line management experience and development of service professionals.
- Experience of digital project delivery into the MOD and/or central UK Government clients.
- Knowledge of the ITIL Practices including Incident Management, Problem Management, Change Enablement, Knowledge Management, Request Management, IT Asset Management, Service Configuration Management, Measurement & Reporting, Continual Service Improvement and Relationship Management.
- Experience in executing process development and change to an evolving service against a defined service model.
- Ability to work directly with customers, understanding the stakeholder landscape and influencing where necessary to manage dependency delivery.
- Experience of working in defence with exposure to MOD accreditation processes and standards
Benefits
- Annual Leave: 25 days plus your birthday off, with the ability to buy or sell up to five additional days
- Private Healthcare: Comprehensive coverage with additional options for family members
- Training & Skills Development: Ongoing learning opportunities to help you advance your career
- Fitness Reimbursement: Support for gym memberships or fitness-related expenses
- Life Assurance: Extensive life insurance coverage for peace of mind
- Pension Contribution: Competitive options to help you plan for a secure financial future
- Perkbox Subscription: Discounts on a wide range of products and services
- Flexible Work Arrangements: Designed to support work-life balance and personal commitments
- Internal Reward Schemes: Recognition initiatives to celebrate your contributions and achievements
- Community Engagement & Volunteering: Opportunities to support meaningful causes through company-sponsored programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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