DV Service Delivery Manager outside of IR35

Who Are We

In 2019, our founders were working as engineers solving complex cross domain problems within government organisations.
Twin Stream was formed to consolidate their collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. We have teams working both on-site with clients and remotely from home.

£550 - £650 (6 month 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 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 manage the day‑to‑day service, act as the primary on‑site Twin Stream representative, and work with customer teams and other suppliers to oversee delivery and continuous improvement.

• Manage a team of up to 10 engineers to support the cross‑domain system
• Ensure timely response to incidents and oversee the incident management process
• Ensure appropriate investigation into 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
• Provide regular reporting to customers on the provision of the managed service, including reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)
• Provide regular reporting on customer satisfaction and propose actions to address any dissatisfaction
• Act as a point of escalation for customers
• Work closely with customer stakeholders to ensure Twin Stream’s managed service integrates efficiently with their own processes and tooling
• Support internal stakeholders with commercial proposals and negotiations as required
• Identify and report commercial opportunities to internal commercial stakeholders
• Work with Twin Stream’s agile delivery managers to ensure seamless interaction between managed service provision and project delivery

• Experience of managed service provision into public sector customers
• Strong written and verbal communication skills
• Proactive and 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, including dental and optical care for you and your family.

Your career is in your hands. Everyone receives an annual training budget of £1,000 to support your growth.

We understand the importance of balancing work and life. Flexibility is part of our culture, not just a policy.

Drive sustainability forward with our electric vehicle leasing scheme, available through a convenient salary sacrifice program.

Enjoy 25 days of annual leave plus bank holidays.

We celebrate our achievements with quarterly meetings, Christmas and summer parties, and other team events.

We provide life assurance and a cycle‑to‑work scheme to support your health and sustainability goals.

Due to the industries in which some of our clients work, and to comply with their requirements, any offer would be conditional on a satisfactory baseline Personnel Security Standard Check and a successful security screening process.

Want to learn more? Contact our Recruitment Manager, Anthony Gallagher, or visit our website at

Twin Stream is an equal opportunities employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, religion, disability, age, sexual orientation or gender.