Service Delivery Manager

Compensation

£55,000 – £65,000 Base (depending on experience) + Benefits

TL;

DR

• Service Delivery Manager for an outcome-based cloud and platform managed service contract
• Fast-growing technology consultancy specialising in the energy sector
• Location - Aberdeen. Based on the customer’s site
• Accountable for SLA and KPI attainment, service governance and customer reporting on a single major contract
• Large hybrid multi-cloud estate — Azure, AVS, Arc, AVD/Citrix, OCI, AWS and Microsoft 365
• Baseline Disclosure Scotland check required
• ITIL certification expected
• Energy sector or critical-infrastructure experience a plus
• Background from a technology consultancy or managed service provider a plus
• Flexible working (we're very relaxed)

Who are we?

Hypercube Consulting is the leading technology partner for the energy sector. We're building a world-class team of technology experts with deep domain knowledge in all things energy.

To understand more about who we are and what we do, visit our website here:
Hypercube | AI for Energy

Role purpose

We're looking for a Service Delivery Manager to own the day-to-day running of a major cloud and platform managed service contract for an energy sector customer.

This is an outcome-based service, not a body-shop. We are accountable for agreed service levels and outcomes across first-, second- and third-line support and patching. You are the named Service Delivery Manager: the single point of accountability for service governance, performance and escalation, and the person the customer looks to when something goes wrong.

The estate is large and genuinely hybrid spanning two Microsoft Azure tenants, AVS, Arc-enabled servers including offshore compute nodes, Azure Virtual Desktop and Citrix, Oracle Cloud Infrastructure (OCI), AWS and Microsoft 365 tenant administration. Steady-state demand runs at several hundred real tickets a month alongside a monthly patching cycle.

The service runs inside the customer's own Service Now platform and their ITIL-aligned incident, request and change processes. You won't be introducing our tooling — you'll be making our delivery work well inside theirs, and evidencing that it does.

Day-to-day work involves running the service governance cadence, holding the delivery team to the service levels, producing the monthly service report and running the monthly service review and quarterly business review. You'll also own the continual service improvement plan and the efficiency and gainshare mechanism.

You will act as a champion and subject matter expert for our service delivery ways of working across the business, helping to cross-skill and upskill others.

You will also be involved in the outreach and knowledge sharing that Hypercube does. We strongly believe that giving back to the community is an important part of our purpose and the best way to learn. We will help you grow your brand through speaking, blogging, or other outreach methods should you wish.

Accountabilities

The primary accountability of this role is the successful delivery of the contract against its agreed outcomes and service levels. This covers:

Service governance and performance

• Act as the named Service Delivery Manager, accountable for service governance, performance reporting and escalation
• Own attainment of the contracted service levels and KPIs, including incident response and resolution SLAs, patch compliance, backup and restore success, DR test compliance and repeat incident rate
• Manage the service credit regime — track exposure, understand where performance is drifting, and act before credits are incurred
• Produce the monthly service report covering incident and request volumes, SLA and KPI attainment, patch compliance, change performance, backup performance, and trends and improvement actions
• Run the monthly service review and quarterly business review with the customer
• Operate the major incident process alongside the customer's Major Incident Manager, including stakeholder communications, post-incident review and problem record creation
• Own the operational documentation, run-books and knowledge-base articles produced under the service, and ensure they stay current

Customer relationship and…