Service Manager, Service Delivery DV Cleared

Service Manager, Service Delivery (DV Cleared)

As the Service Manager will own and deliver medium scale services or will take responsibility for part of a large service under the direction of a senior delivery manager, to client and cost, risk, quality and service performance targets. Typically these services will include systems; applications, technical infrastructure, business process and IT service provision, using multiple delivery channels.

Key Responsibilities

• Understands business directions and supports strategic revenue growth targets and achievement of operating margins by successfully managing services and leveraging client offerings, leading to business growth with improved client satisfaction and value for money
• Understands client's strategic agenda for change, innovation and transformation, how value is perceived by your client, and client challenges; promoting how the client can address those challenges with innovation and creativity
• Supports business development activity, through leading the service shaping and business case creation; including cost, commercial and contractual viability and identification of risk levels
• Communicates (written and spoken) with business stakeholders, perceived as a business enabler
• Assures new/transitioning services, and projects/changes to services, are fit for purpose, set-up for successful service delivery with minimal impact to existing services, with formal acceptance into services
• Ensures that appropriate service delivery performance indicators are implemented in order to monitor and measure the service delivery against contract/SLA and expectations, and to demonstrate the client achievements to the client, optimising use of tools for efficiency and cost effectiveness
• Establishes service budget with full understanding of the cost base, gains acceptance of cost, revenue and margin targets and manages to these agreed parameters, proactively identifying and driving any opportunities for cost-efficiency. Produces accurate forecasts of future performance and reports on variance against forecasts
• Drives continual proactive improvement and innovation for service delivery, focusing on improving productivity, performance and client satisfaction, reducing cost to deliver and risk, through leveraging new digital technology and automation

Essential Skills

• Understands service delivery models
• Experience of managing delivery to SLAs and Key Performance Indicators
• IT services background
• Professional SM qualification such as ITIL
• Assertive and pragmatic leader
• Self-driven, passionate about making a difference
• Takes accountability and ownership for delivering good service
• Stakeholder management and communication

Please note that for this position you must hold an active DV Clearance to be considered eligible for this position due to time frames.