Senior Service Delivery Manager

Our aim at Made Tech is to use human‑centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.

As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better.

Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life‑saving services that support blue‑light operations, to platforms that ensure the smooth running of government.

• Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
• Manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.
• Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
• Identify ways to improve and contribute beyond day‑to‑day delivery. This could be by participating in COP or supporting recruitment.

Don’t worry — we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies on your way to promotion.

• Ability to multi‑task and confidently prioritise for yourself and others.
• Expressing confidence when faced with challenging situations.
• Make fast, sound decisions whilst under pressure.
• Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring.
• Solution focussed and outcome driven.

• Implement incident and problem management processes using best practice such as ITIL or Agile Service Management.
• Coordinate and manage the resolution of major incidents and subsequent root cause analyses.
• Champion governance, risk and engagement processes and be responsible for others following the processes.
• Manage change using robust change management processes that prevent scope creep.
• Ability to manage workflows with popular ticket management tools such as Service Now, Jira Service Desk, Zendesk etc.
• Create, run and report on a service transition plan for onboarding a new service into a Managed Service team.
• Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers.

• Coordinate knowledge management across a multi‑disciplinary team.
• Support and manage competing priorities.
• Proactively identify and progress service and product improvements balancing user needs and client strategy.
• Take ownership of team rotas and manage availability for shift‑based team members.
• Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use.
• Demonstrate encouragement of high performers, to support them towards successful promotions.
• Provide regular feedback for team members and support them in producing development plans where appropriate.

• Adherence and management of contractual obligations, including SLA management.
• Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT.
• Collaborating with user‑centred design and product teams to develop bespoke client focussed measures of value.
• Manage team budget and capacity, and forecast upcoming workload.
• Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders.
• Ability to track and calculate service credits on an ongoing basis.
• Confidently act as the primary point of contact for customer escalations.
• Develop and maintain strong relationships with…