Principal Service Delivery Manager Job at Made Tech (Bristol)

Job Description

As the Principal Service Delivery Manager, you will design, lead and deliver managed service solutions for Made Tech customers. You will work with Made Tech principals across our disciplines including data, security, engineering and strategy, as well as delivery partners to ensure business critical services are transitioned and supported with minimal risk and meet the needs of our customers. You will leverage your deep ITIL knowledge and experience of offering managed services to customers, help shape our services and define our service delivery approach. You will also contribute to Made Tech's growth, by working with marketing on thought leadership content, speaking at events and perform pre-sales activities such as responding to bids.

Job Responsibility

Assessing the existing operational processes in place with our customers, providing recommendations for improvements and designing target operating models
Taking responsibility for understanding service requirements, shaping and delivering transition programmes on customer accounts providing SME engagement as a specialist managed service consultant
Implementing ways of working that encourage continuous improvement and user focused changes across a range of digital, data and platform services, without compromising on the stability and reliability of the service
Providing pre-sales support on bids using customer, stakeholder and managed services knowledge to meet customer needs, adding significant value and credibility and maximising bid opportunities for Made Tech
Champions and leads the development of knowledge management approaches and defines operational processes and systems to monitor, evaluate and maintain knowledge across flexible service management teams
Create repeatable and reusable processes that allow Managed Services to be delivered in a modular way
Taking the lead on establishing contracts and SOWs with customers, working closely with Client partners to manage customer relationships and build opportunities
Working closely with the engineering teams to define transition and support processes for products and services deployed across multiple government departments and/or local authorities
Implements processes, tools, and teams to ensure that the transition of services, service components and packages is planned and compliant
including but not limited to release and deployment activities, security patches and upgrade packages
Providing specialist advisory services and guidance, support and team leadership to our service teams and customers such as shaping the design and delivery of transition programmes, target operating models, supporting business case reviews and assuring key deliverables
Providing content generation and leading on support to industry objectives such as leading marketing initiatives, blogs, speaking at events etc
Leading and championing the Managed Service practice across Made Tech through CoP leadership and development and delivery of training/briefings, providing coaching and mentoring support etc
Promote and demonstrate continuous feedback such as from colleagues and customers and create and deliver plans to act on feedback
All team members share responsibility for maintaining our Service Management System. This includes actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations

Requirements

A track record of working directly with Public Sector customers and users of Public Service products and services
Experience working in a leadership role within a technology consultancy
Evidence of developing support services for greenfield digital, data and platform products
Knowledge of service management tooling and experience in integrating tools across organisations
Repeated experience in designing transition plans for replacing incumbent service management suppliers and for transitioning services from Beta into Live through service acceptance governance
Hands on experience of working closely with other disciplines (e.g. security, architecture, engineering) as part of a multidisciplinary approach
Experience of defining governance processes and procedures, and applying governance and oversight to a range of deliveries
Generating playbooks and defining learning plans for a wide range of skill levels
Facilitating and delivering cross-skilling to support delivery managers and project managers
Eligibility for SC (security check) clearance
5 years' continuous UK residency and 5 year' employment history (or back to full-time education)

What we offer

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
Flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan
Optional social and wellbeing calendar of events

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