Service Delivery Manager - SC/Defence and Military

Service Delivery Manager – SC/Defence and Military
To actively lead and manage hardware and software provided the client’s customers across the Public and Defence Sector. To Account Manage a set of external clients and manage internal resources throughout Project and Service deliverables.
You will bring an understanding of Service Delivery Standards, operating in ITIL environments and manage Service and Ticketing environments in applying prioritisation of hardware and software requirements.

Skill Set
Demonstrable evidence of suitable qualifications and experience i.e. Service Delivery Manager.
Professional attitude with excellent communication skills (verbal, written, presentation) and the ability to calmly and resolutely deal with stressful situations with competing clients, projects and demands.
A problem-solving mindset with the can-do experience to resolve or escalate as the situation demands.
Organised with a keen attention to detail and an ability to instil that structure to expert, demanding teams.
Team player with the ability to own tasks to conclusion.
A quick learner who can assimilate and become proficient in new processes and tools in rapid time, with the confidence to become a change champion for new ways of working.

Understands security and can manage the implementation of a Secure by Design (or similar) road map for a project or programme.

A high degree of IT literacy with a focus on Office 365, Atlassian products and other typical project management tool sets.

Ability to make commercially sound decisions related to project delivery.

A solid grounding in risk management and risk-based decision making to proactively manage projects, issues and risks in a controlled and professional manner, instilling confidence in project members, customers and other stakeholders and adopting the correct tone in communicating those matters.

Experience in both Waterfall and Agile delivery methodologies.

Key Tasks and Responsibilities

Service Delivery Management

Lead the delivery of hardware and software SLA’s

Provide regular project status updates within the organisation (project team and other stakeholders) and to prime contractor/customer.

Ensure that all project records are kept up to date and completed in a timely manner.

Manage and escalate, where appropriate, to management and stakeholders, any issues which could impact delivery time, budget or quality; identifying and presenting alternative solutions.

Identify lessons learned and contribute to the improvement of processes and procedures.

Build and manage meaningful and supportive relationships across the Business in order to deliver successful projects.

Monitor and manage the delivery of services to ensure they meet agreed-upon standards and service-level agreements (SLAs). They track performance metrics, identify bottlenecks, and implement improvements to maintain high-quality service

Maintain strong client relationships is central to the role. SDMs collect feedback, address concerns, and ensure clients are satisfied with the services provided

Coordinate with teams and vendors to resolve issues quickly and prevent recurrence. They also troubleshoot technical problems and oversee corrective actions

Track key performance indicators (KPIs), generate reports, and provide insights to management for informed decision-making

Delivery Management

Build and maintain positive customer relationships, maintaining an ongoing dialogue and reinforcing the quality brand.

Ensure customer acceptance and sign-off for deliverable and acceptance of project completion.

Define and manage any sub-contractor/third-party supplier input into projects to achieve optimum outcomes.

Coordinate the organisations input into prime contractor/customer technical management meetings and activities.

Ensure the timely production and delivery of all customer products.

Account Management

Maintain and build positive, long term customer relationships.

Use those relationships to identify opportunities that require sales or services effort, whilst retaining a direct relationship with the customer.

Provide portfolio level meaningful insights and evidence to inform business needs, objectives, KPI, outputs and outcomes.

Successful candidates will need active SC and will have to have experience across the Defence and Military Sector.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.