Service Delivery Manager
Location: Warwick / Camberley (HYBRID / Agile working)
Job type: Full time, Permanent
Ref: 932
Telent are now looking for a Service Delivery Manager to join the Network Services Contracts team. This is an Agile / Hybrid working role that will see you work out of the Warwick / Camberley office from time to time, working from home and visiting customers when required (split to be agreed locally).
At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It’s important work that we are passionate about. Learning fast, inspiring colleagues, and making the entire organisation run smoother and better. Join us and help keep the nations critical networks connected and protected in a 24/7 world.
The successful Service Delivery Manager will act as the bridge between operational teams including 3rd party resource / suppliers and the customers’ service delivery organisation and ensures the highest levels of operational delivery and all associated SLA’s are met, and any failures are appropriately investigated.
The Service Delivery Manager will be key to identifying service improvement initiatives with our key customers across the Defence, Public Services, Governmental and Emergency Services industries, and working with the internal departments and Contract Services Managers to implement these improvements in the most cost-effective way.
Service Delivery Manager – What you’ll do:
- Responsible for incident and service issue escalations
- Responsible for Service Level Management, ensuring that agreed SLA’s and KPI’s are adhered to and any failures are appropriately investigated in real time
- Responsible for “Service Quality” and conducting daily incident reviews for all incidents closed
- Ensuring accurate data management and provide root cause of failure / mitigation reasons for any SLA’s failures
- Creating customer SLA performance reports where contractually appropriate
- Ensure service-related documentation is accurate, always kept up to date and follows the company’s document control procedures
- Work with internal teams and customer to identify and implement service improvement initiatives
- Ensure there are enough stock levels to meet the contract requirements, flagging issues
- Work with Operations teams to develop planned maintenance schedules and ensure they run on time, advising of any delays that may impact cost forecasts
- Own all additional to contract chargeable incidents and work with operations to ensure effective demand planning is in place and all charges are captured as appropriate upon closure
- Attend customer performance meetings where appropriate
- Ensure all QEHS risks are flagged and appropriate measures are in place to enable safe working practices
- Managing Telent’s relationships with key customers
- Ensure that the contracted services are delivered by managing the performance of “matrixed” teams comprising resources across telent and 3rd party suppliers and contractors
- Meeting or exceeding budget / tendered financial performance including sales, profitability and cash flow
- Managing commercial risks and liabilities
- Identifying opportunities and additional revenue from customers, either through contract variations or new orders, and delivering these opportunities, working with colleagues including sales as appropriate
Service Delivery Manager – Key requirements:
- QEHS / Contract Document writing
- ITIL Foundation
- IOSH
- SC Security clearance (or eligible to gain)
- Experience of working within a Service Delivery or Operational environment
- Managing customer relationships
- Financial Awareness
- Customer facing and presentation skills
- Excellent verbal and written communications skills
- Proficient in Microsoft Office applications with particular focus on Excel and Word
- Strives for Continual Service Improvement
- Delivers work in a professional manner on, or ahead of time without compromise
- Does not need to be a technical expert, but needs to be able to grasp technical/engineering issues and understand their impact on the service being delivered to customers
- Prince 2
- Experience or knowledge of Remedy ITSM
- Experience of using a document management system
- Owns problems and takes responsibility for solving them
- Possess a proactive and urgent approach to responding to customer requirements and resolving issues affecting the service delivered to customers
- Ability to multi-task across various assigned contracts and able to prioritise workload
- Organised and financially conscious
- Commits to the challenge of stretching targets
- Take innovative approach to problem solving
Telent – What we offer:
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
- 26 days annual leave, plus public holidays, and the option to purchase up to 10 days at the beginning of each holiday year (January)
- Company matched pension scheme (4%-6% contributions matched)
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
About Telent:
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.
We are guided by our values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focused
