Service Delivery Manager

Ref: ZR_7198_JOB  ·  Posted on 09 August 2022


Our client is a world-class engineering consultancy. They enable their clients to maximise the investments in science and technology. Trusted by government and industrial partners worldwide, they deliver technology-based Research and Development services, provide independent advice, and solve technically challenging problems. Our client makes it their business to understand the clients' key issues to provide end-to-end tailored solutions.

With extensive experience in communications systems, electronic sensors, and information assurance and in both the civil and military domains, they understand the technical complexities of modern and future systems. The team of over 350 engineering consultants develop new concepts, capabilities and systems to protect what matters most to their clients. Our client remains a British centre of excellence for world-class innovation and engineering.

You will work 3 days at home and 2 days in the office.

The role:

  • To act as the service owner and primary point of customer/management engagement for ongoing delivery of services operated on their behalf
  • Ensure consistent delivery of the service to budget and agreed quality
  • Lead service reviews and service performance reporting for customers (including internally) and supplier/sub-contractors
  • Define and adhere to ITIL-aligned Service Management processes for NS services
  • Deliver services to budget and agreed quality, including ensuring all service levels are met
Key responsibilities
  • Building and actively managing service delivery teams
  • Ensuring incident, problem, request, and change processes are fit for purpose, and are adhered to by delivery teams
  • Providing timely and accurate forecast information and service reporting, managing both internal and external stakeholders expectations as appropriate, in line with agreed reporting cycle/rhythm
  • Identifying, prioritising and actively managing risks and issues associated with the service(s), including appropriate and timely escalation
  • Ensuring all project artefacts (both deliverable and non-deliverable) are appropriately controlled and produced to a high standard, in-line with the company’s QMS – including plans, estimates/forecasts, service design, service operation, and service agreement documents
  • Management of major incidents and escalations
  • Drive continual service improvement
  • Management service partners, including supplier reviews, ensuring support models are in place and aligned to SLAs
  • Management of ITIL-aligned Service Management processes
  • Always fully comply with company policies and procedures
  • Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business
Skills & experience
  • Track record of delivering IT or technology based services using ITIL processes
  • Experience of creating and maintaining service catalogues
  • Track record of continual service improvement
  • Experience with relevant technologies appropriate to key services being delivered

Our client is committed to a policy of Equal Opportunity, Diversity and Inclusion. Their working environment is friendly, innovative and inclusive.  They can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs.

Additional benefits
  • Flexi Leave and Flexi Time Scheme
  • Annual Holiday
  • Flexible Benefits
  • Sickness Benefit
  • Business Performance Related Bonus
  • Share Save Plan
  • Pension scheme

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