Service Delivery Manager

Details >£550 - £650 (6month contract outside of IR35)

Must have DV-Clearance

Primary location at Customer Site in Cheltenham and occasional attendance at other customer sites in Bristol, Corsham, and other locations as required.

The Service Manager willbe 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 willbe 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
• Ensuretimelyresponse to incidents and oversee incident management process
• Ensure appropriate investigationinto ongoing problems and agree suitable mitigation actions
• Liaise with customer and other supplier stakeholders to manage and resolve issues
• Contribute to configuration and asset management processes at the client
• Ensure continuous delivery of updates into the test, reference, and production systems
• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities
• Providing 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.)
• Providing regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed
• Acting as a point of escalation for customers
• Working closely with customer stakeholders on an ongoing basis to ensure that
  
  TwinStream’smanaged service docks into their own processes and tooling effectively and efficiently
• Supporting internal stakeholders with commercial proposals and negotiations as required
• Identifying and reporting commercial opportunities to the internal commercial stakeholders
• Working with
  
  TwinStream’sagile delivery managers to ensure seamless interaction between managed service provision and project delivery

• Experience of managed service provision into public sector customers
li>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