Service Delivery Manager

• Department: SRG Governance Service Delivery

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• Service Transition & Operational Readiness:
  
  Support new service onboarding, service acceptance, transition into BAU support.
• Customer Management:
  
  Handle customer escalations, issues, problems, risks, and service requirements, acting as the primary point of contact and trusted advisor.
• Governance:
  
  Chair operational and service governance forums, driving actions, decisions and continual improvement across multiple stakeholders.
• Operational Management:Managing competing priorities across operational support and project delivery.
• Supplier Management:Coordinate internal and third-party delivery partners, ensuring aligned service delivery and accountability against agreed SLAs and KPIs.
• Major Incident & Escalation Management:Lead customer communications and service restoration activities during major incidents, coordinating cross-functional technical teams where required.
• Service Reviews:
  
  Conduct regular service reviews with customers, presenting service performance, risks, opportunities and improvement plans.
• Customer Satisfaction:
  
  Achieve targets and drive improvement initiatives.
• Service Reporting:
  
  Produce both customer and internal service reporting.
• Service Improvement:
  
  Identify, prioritise and implement continual service improvement initiatives that deliver measurable operational and customer benefits.
• Risk Management:
  
  Manage business risk and ensure business continuity.
• Compliance:
  
  Ensure compliance with ISO/IEC 20000 and service management best practices.
• Financial Management:
  
  Own invoicing, budget management and financial performance of assigned accounts.
• Forecasting:
  
  Perform monthly forecasting of revenues, costs and margins, identifying variances and implementing corrective actions where required.
• Business Development:
  
  Explore and drive opportunities for new or additional work within existing customers.

Qualifications, Essential skills and Experience

• Service Delivery
  
  Experience:
  
  Significant experience in Service Delivery Management including delivery of managed services within UK Government, public sector or highly regulated environments.
• Stakeholder Management:
  
  Proven ability to build trusted relationships with senior customer stakeholders and confidently present service performance, risks, opportunities and improvement plans to operational and executive audiences.
• Financial Management:
  
  Experience managing account financials, including invoicing, forecasting, revenue management and margin performance.
• Cloud & Technical Awareness:
  
  Experience supporting cloud-hosted managed services environments, ideally within AWS and/or Azure ecosystems, with the ability to engage effectively with technical delivery teams.
• Reporting & Analytics:
  
  Strong analytical capabilities with experience producing and presenting service performance reports, trend…