Senior Service Delivery Manager

Overview

Senior Service Delivery Manager role at Made Tech. This position is part of Made Tech’s Managed Service, reporting to the Head of Managed Services.About Made Tech

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.Base pay range

Location:

Bristol, London, Manchester or Swansea with hybrid-working policyAbout the role

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 operates, maintains and improves 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 problems, focusing on continuous improvement and a data-driven approach to prioritisation and decision making. This role will onboard new services and team members, manage and inspire the team to deliver high quality outcomes, and collaborate with customer stakeholders. You will manage risks and issues, provide regular reports to internal and external stakeholders, and contribute to success by managing team capacity and measuring success against contractual commitments such as SLAs and KPIs. The role will involve supporting 4-5 services in parallel.Key responsibilities

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 ServiceNow or Jira to manage workflows.Oversee onboarding of new services and create essential documentation (runbooks, disaster recovery plans, security plans).Lead and mentor a multi-disciplinary team, managing competing priorities and fostering continuous improvement.Oversee knowledge management, team schedules, and communication of IT policies.Support team members'' growth by providing regular feedback and helping them create development plans.Contract Management: Ensure adherence to contractual obligations, including 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 identifying and mitigating risks; track and calculate service credits as needed; act as primary point of contact for customer escalations; develop and maintain relationships with senior stakeholders; drive long-lasting changes to deliver improvements; communicate effectively in writing and verbally; produce high-quality reports; foster collaboration and break down barriers between conflicting views.Community Development: Mentor and support junior service delivery managers; contribute to Communities of Practice; showcase capabilities externally to enhance reputation.Skills, knowledge and expertise

Deep knowledge of ITIL or Agile Service Management principles.Proven ability to lead major incident resolution and conduct root cause analysis.Experience leading and mentoring a team, managing competing priorities, and supporting career development.Excellent communication skills, both written and verbal, with the ability to build relationships with senior clients and internal stakeholders.Skilled in managing SLAs and reporting on service performance using OKRs, KPIs, and CSAT.Experience with risk mitigation, budget management, capacity forecasting, and calculating service credits.Competence in using ticket management tools like ServiceNow or Jira.A proactive approach to fostering collaboration within teams and across communities of practice.We are hiring for this role directly and will not respond to CVs sent via external recruitment agencies.Security Clearance

An increasing number of our customers require SC (security check) clearance. Ideally, successful candidates will be eligible for SC, which requires 5 years of UK residency and 5 years of employment history (or back to full-time education).Support in applying

If you need this job description in another format or need support applying, please email

talent@madetech.com .We encourage applicants from underrepresented groups and are committed to a happy, healthy, safe and inspiring culture. We welcome adjustments and have resources to help with the application process.Life at Made Tech

We’re building a happy, inclusive and diverse workforce. You can learn about life at Made Tech on our blog and through our communities of practice. We offer flexibility, a benefit platform, and various wellbeing and social opportunities.Benefits (selected)

30 days HolidayFlexible Working HoursFlexible Parental LeaveRemote WorkingPaid counselling and access to financial and legal ..... full job details .....