Service Delivery Manager

Details:

Contract (outside of IR35)

£450 - £550 per day (DOE and Clearance)

Must be eligible for DV-Clearance

Primary location at Customer Site in North Bristol and occasional attendance at other customer sites in Bristol and Corsham as required.

Who are we: In 2019, our founders were working as engineers solving complex cross-domain problems in defence and security organisations. TwinStream was formed to consolidate their collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. The business is headquartered in Cheltenham with teams working both on-site with clients and remotely.

About the role

The Service Manager will be responsible for managing the provision of an early-life Cross Domain Service for a Government customer. Working primarily on customer site, with a mixed team of up to 10 on-site and remote TwinStream engineers, the Service Manager will be responsible for the day-to-day management of the service.

The Service Manager will be the primary on-site representative working with customer teams and other suppliers to oversee the delivery of the service and will work closely with the TwinStream Managed Services Lead to evolve the TwinStream Managed Services Framework and deliver continuous service improvement.

Responsibilities

• Manage a team of up to 10 engineers to support the cross-domain system
• Ensure timely response to incidents and oversee incident/problem management process
• Liaise with customer and supplier stakeholders to manage and resolve issues
• Work with engineering team leads to coordinate and prioritise work within an agile delivery framework and toolset (Jira) and ensure continuous delivery of updates into the test, reference, and production systems
• Maintain and report on the service resource and budget plan.
• Coordinate with peer delivery managers and engineers to agree effective team structures in a dynamic and fast-moving organisation.
• Provide regular reporting to customers on the provision of the managed service, including adherence or exceptions to, commercial commitments (SLAs, KPIs etc.)
• Act as a point of escalation for customers
• Plan and lead live service risk / issue / opportunity reviews.
• Lead and coordinate upkeep of the project knowledge base
• Work closely with customer stakeholders to ensure that TwinStream’s managed service docks into their own processes and tooling effectively and efficiently
• Contribute to configuration and asset management processes
• Work with the Managed Services Lead to evolve the TwinStream Managed Service Framework.
• Work with TwinStream’s agile delivery managers to ensure seamless Service Transition between managed service provision and project delivery

Key Skills

• Experience of managed service provision into public sector customers
• Strong written and verbal communicator
• Proactive
• Adaptable
• Familiarity with ITSM frameworks such as ITIL and ISO 20000
• Familiarity with Service Integration and Management (SIAM)
• Familiarity with Agile methodologies and toolsets (particularly Jira and Confluence)
• Ability to take high-level comprehension from fast-moving, technical discussions.
• Eligible for DV clearance

Desirable Skills

• Experience of MoD JSPs, SCIDA and other related policies/processes
• Familiarity with MoD Operational Service Management (OSM) tools, policies, and processes