Senior Service Delivery Manager

Salary: £55,000 - £65,000 / year

Location: Bristol, London, Manchester or Swansea with hybrid-working policy

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.

About 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 is responsible for operating, maintaining and improving 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 different problems. They focus on continuously improving both themselves and the team they manage, and take a data-driven approach to prioritisation and decision making. This role will see you onboard new services and team members, managing and inspiring your team to produce high quality outcomes and collaborate with our customer stakeholders. You will manage risks and issues that arise and provide regular reports to both your internal and external stakeholders. You will contribute to the success by managing your team's capacity and measure the success against contractual commitments such as SLAs and KPIs. This 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 the onboarding of new services and create essential documentation such as runbooks, disaster recovery plans, and security plans.

Team Leadership

• Lead and mentor a multi-disciplinary team, managing competing priorities and fostering a culture of continuous improvement.
• Oversee knowledge management, team schedules, and the communication of IT policies.
• Support team members' growth by providing regular feedback and helping them create development plans to advance their careers.

Contract Management

• Ensure adherence to contractual obligations, including managing 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 proactively identifying and mitigating risks.
• Track and calculate service credits as needed.

Client engagement

• Confidently act as the primary point of contact for customer escalations.
• Develop and maintain strong relationships with senior stakeholders.
• Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements.
• Communicate effectively in both written and verbal communications
• Produce high-quality reports that consider the context of the clients’ objectives.
• Drives collaboration and breaks down barriers between conflicting views.

Community Development

• Mentor and support junior service delivery managers.
• Actively contribute to our Communities of Practice by sharing knowledge, successes, and failures to improve our collective ways of working.
• Use your expertise to showcase our capabilities externally and enhance our reputation.

Skills, knowledge and expertise

At this point, we hope you're feeling excited about Made Tech and the job opportunity. Even if you don't feel that you meet every single requirement, we still encourage you to apply.

• Deep knowledge of ITIL or Agile Service Management principles.
• Proven ability to lead major incident resolution and conduct thorough root cause analysis.
• Experience leading and mentoring a team, managing competing priorities, and supporting individual career development.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with senior clients and internal stakeholders.
• Skilled in managing SLAs and reporting on service performance using metrics like 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, both within your team and across wider communities of practice.

Get in touch with our talent team if you’d like an informal chat about the role and your suitability before applying. We are hiring for this role directly, so will not respond to any CVs sent via external recruitment agencies.

Security Clearance

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're ideally looking for all successful candidates for this role to have eligibility. Eligibility for SC requires 5 years' UK residency and 5 year' employment history (or back to full-time education).

Support in applying

If you need this job description in another format, or other support in applying, please email [email protected].

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates.

Life at Made Tech

We’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice).

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.

Job benefits

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

• 30 days Holiday - we offer 30 days of paid annual leave
• Flexible Working Hours - we are flexible with what hours you work
• Flexible Parental Leave - we offer flexible parental leave options
• Remote Working - we offer part time remote working for all our staff
• Paid counselling - we offer paid counselling as well as financial and legal advice