Hybrid Senior Service Delivery Manager

at Made Tech

• Job title: Senior Service Delivery Manager
• Job type: Full Time
• Experience level: Senior
• Salary: £55,000 - £65,000 per year
• Degree requirement: No Education Requirement
• Tech skills: ServiceNow
• Location requirements: Hybrid, Bristol, United Kingdom

About the role

• Senior Service Delivery Manager at Made Tech, improving public services through human-centred technology. Managing teams to onboard services and deliver high quality outcomes.

Responsibilities

• Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
• Manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.
• Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
• Identify ways to improve and contribute beyond day-to-day delivery. This could be by participating in COP or supporting recruitment.

Requirements

• Ability to multi-task and confidently prioritise for yourself and others.
• Expressing confidence when faced with challenging situations.
• Make fast, sound decisions whilst under pressure.
• Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring
• Solution focussed and outcome driven.
• Implement incident and problem management processes using best practice such as ITIL or Agile Service Management.
• Coordinate and manage the resolution of major incidents and subsequent root cause analyses.
• Champion governance, risk and engagement processes and be responsible for others following the processes.
• Manage change using robust change management processes that prevent scope creep.
• Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc.
• Create, run and report on a service transition plan for onboarding a new service into a Managed Service team.
• Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers.
• Coordinate knowledge management across a multi-disciplinary team.
• Support and manage competing priorities.
• Proactively identify and progress service and product improvements balancing user needs and client strategy.
• Take ownership of team rotas and manage availability for shift-based team members.
• Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use.
• Demonstrate encouragement of high performers, to support them towards successful promotions.
• Provide regular feedback for team members and support them in producing development plans where appropriate.
• Adherence and management of contractual obligations, including SLA management.
• Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT.
• Collaborating with user-centred design and product teams to develop bespoke client focussed measures of value.
• Manage team budget and capacity, and forecast upcoming workload.
• Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders.
• Ability to track and calculate service credits on an ongoing basis.
• Confidently act as the primary point of contact for customer escalations.
• Develop and maintain strong relationships with senior stakeholders.
• Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements.
• Communicate effectively in both written and verbal communications
• Produce high-quality reports that consider the context of the clients’ objectives.
• Drives collaboration and breaks down barriers between conflicting views.
• Demonstrate tact and diplomacy when managing key stakeholders, both client and internal, across all levels.
• Support junior service delivery managers, who may not be in your core team, to develop and gain new skills.
• Contribute to both Managed Service & Delivery Communities of practice.
• Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech.
• Leverage knowledge and experience in service management to showcase Made Tech’s capabilities externally.

Benefits

• 30 days Holiday - we offer 30 days of paid annual leave plus bank holidays
• Flexible Working Hours - we are flexible with what hours you work
• Flexible Parental Leave - we offer flexible parental leave options
• Remote Working - we offer part time remote working for all our staff
• Paid counselling - we offer paid counselling as well as financial and legal advice