DV Cleared Service Delivery Manager

DV Cleared Service Delivery Manager

*Active DV Level security clearance is mandatory for this role. Please do not apply if you do not hold this level of clearance currently*

Background:

To perform customer relationship management to all business areas, managing supplier relationships at a working level and ensuring that appropriate levels of service is met for the needs of the business.

Main Deliverables:

A Service Delivery Manager (SDM) engages with business customers, striving to align Services to best fit changing business needs. Providing reporting on service provision, the SDM will discuss service improvement plans, and negotiate changes to service levels with both the business and the suppliers and partners that provide that service.

Each SDM also acts as system owner, being the single point of contact for the implementation and operational life of their nominated system(s), to cover development roadmaps, defect tracking, DR and financial overviews.

Key Responsibilities:

* Produce effective MI to demonstrate the health and performance of a system;
* Ensure Service Level Agreement's (SLAs) are achieved (or exceeded) and that customer expectations are continuously met;
* Proactively manage customer relationships by way of regular Service Review meetings and other preferred methods;
* Implement Continuous Service Improvement Plans when required, see them through o completion and track the improvements in customer satisfaction;
* Liaise with customers during incidents to ensure that they are kept fully informed or progress and that their needs are being taken into account on resolution;
* Act as an escalation point for customers for service related issues;
* Liaise closely with the Business relationship Managers to increase understanding of future requirements;
* Hold regular Operational Level Agreement (OLA) reviews with nominated Delivery Teams focussing on continuous improvement;
* Manage relationships with a range of 3rd party Suppliers;
* Work with Suppliers to generate effective MI to show performance of Services against agreed SLAs;
* Be a system owner for one or more systems.

Required Technical Skills:

* Strong technical background;
* Demonstrate a proven track record of delivery
* ITIL foundation;
* ITIL Service Delivery qualification is preferred;
* Experience of working within a Service Delivery environment for a large and varied customer base;
* Experience of delivery in a heavily matrix managed environment