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.

We are hiring for a Senior Service Delivery Manager to join Made Tech’s Managed Service. This role plays a critical part 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.

This role reports into the Head of Managed Services.

Senior Service Delivery Managers resolve a variety of different problems. They focus on continuously improving both themselves and the team they manage, and take a data-driven approach to prioritisation and decision making. This role will see you onboard new services and team members, managing and inspiring your team to produce high quality outcomes and collaborate with our customer stakeholders. You will manage risks and issues that arise and provide regular reports to both your internal and external stakeholders.

You will contribute to the success by managing your team s capacity and measure the success against contractual commitments such as SLAs and KPIs. This role will involve supporting 4-5 services in parallel.

Service Operations

• Implement and champion ITIL or Agile Service Management processes for incident, problem, and change management.
• Lead the resolution of major incidents and conduct root cause analyses.
• Use ticket management tools like Service Now or Jira to manage workflows.
• Oversee the onboarding of new services and create essential documentation such as runbooks, disaster recovery plans, and security plans.
• Lead and mentor a multi-disciplinary team, managing competing priorities and fostering a culture of continuous improvement.
• Oversee knowledge management, team schedules, and the communication of IT policies.
• Support team members  growth by providing regular feedback and helping them create development plans to advance their careers.

Contract Management

• Ensure adherence to contractual obligations, including managing SLAs.
• Conduct regular service reviews and report on performance using OKRs, KPIs, and CSAT scores.
• Collaborate with product teams to define client-focused measures of value.
• Manage and forecast team budget and capacity while proactively identifying and mitigating risks.
• Track and calculate service credits as needed.
• Confidently act as the primary point of contact for customer escalations.
• Develop and maintain strong relationships with senior stakeholders.
• Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements.
• Communicate effectively in both written and verbal communications
• Produce high-quality reports that consider the context of the clients’ objectives.
• Drives collaboration and breaks down barriers between conflicting views.

Community Development

• Mentor and support junior service delivery managers.
• Actively contribute to our Communities of Practice by sharing knowledge, successes, and failures to improve our collective ways of working.
• Use your expertise to showcase our capabilities externally and enhance our reputation.

At this point, we hope you re feeling excited about Made Tech and the job opportunity. Even if you don t feel that you meet every single requirement, we still encourage you to apply.

• Deep knowledge of ITIL or Agile Service Management principles.
• Proven ability to lead major incident resolution and conduct thorough root cause analysis.
• Experience leading and mentoring a team, managing competing priorities, and supporting individual career development.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with senior clients and internal stakeholders.
• Skilled in managing SLAs and reporting on service performance using metrics like OKRs, KPIs, and CSAT.
• Experience with risk mitigation, budget management, capacity forecasting, and calculating service credits.
• Competence…