DV Service Delivery Manager

In 2019, the founders were working as engineers solving complex cross-domain problems within government organisations.

Twin Streamwas formed to bring together their collectiveexpertiseand experience into a single business, focused on delivering technical excellence and high-quality service to clients.

Since then, the company has grown to over 100 team members across the UK, with colleagues working both on-site with clients, hybrid and remotely from home.

Location:

4 days onsite in Cheltenham

Eligibility Requirements:
Must have DV clearance.

The Service Manager will be responsible for managing the provision of the Cross Domain Service for a Government customer . Working at the customer site with a team of up to 10 Twin Stream engineers, the Service Manager will be responsible for the day-to-day management of the service. The Service Manager will be the primary on-site Twin Stream representative working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement .

• Manage a team of up to 10 engineers to support the cross-domain system .
• Ensure timely response to incidents and oversee incident management process es .
• Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions .
• Ensure adherence to Twin Stream and customer specific incident and problem management processes.
• Liaise with customer and other supplier stakeholders to manage and resolve issues .
• Work collaboratively with the Twin Stream delivery teams to p lan and manage continuous deployment s into the customer environment s, responsible for effective service transition.
• Proactive manage ment of operational risks and issues, working in collaboration with the Twin Stream delivery team on treatment and mitigation plans.
• E nsure c onfiguration and asset management records at maintained at the customer site and adherence to Twin Stream and customer processes.
• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities .
• Provid e regular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)
• Provid e regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed .
• Act as a point of escalation for customers .
• Work closely with customer stakeholders on an ongoing basis to ensure that Twin Stream’s managed service aligns into their own processes and tooling effectively and efficientl y .
• Identify , plan and manage continuous service improvements .
• Support the Twin Stream delivery team with commercial proposals and negotiations as required .
• Identify and report commercial opportunities to the Twin Stream delivery team and commercial stakeholders .
• Work collaboratively with the Twin Stream agile delivery team to ensure seamless interaction between managed service provision and project delivery .

• Experience of managed service provision into public sector customers
• Strong written and verbal communicator
• Proactive
• Adaptable
• Familiarity with ITSM frameworks such as ITIL and ISO 20000
• Familiarity with Service Integration and Management (SIAM)
• Must have DV clearance

• Secure your future with our competitive pension plan that offers an 8% employer contribution.

• Your health and well-being are our top priorities. Enjoy comprehensive private medical healthcare, which includes dental and optical care for you and your family.

• Your career is in your hands. We empower you to take charge of your own…