Senior Service Delivery Manager Job at Made Tech (Bristol)

Job Description

As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life-saving services that support blue-light operations, to platforms that ensure the smooth running of government.

Job Responsibility

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

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
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 of paid annual leave plus bank holidays
Flexible Working Hours
Flexible Parental Leave
part time remote working
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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