Overview

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.

Responsibilities

• 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.
• 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.
• 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.
• Act as the primary point of contact for customer escalations and develop strong relationships with senior stakeholders.
• Work with senior stakeholders to initiate long-lasting change to deliver improvements and communicate effectively in written and verbal forms.
• Produce high-quality reports that align with the clients\' objectives and drive collaboration across teams.
• Mentor and support junior service delivery managers and contribute to Communities of Practice by sharing knowledge and best practices.

Qualifications

• 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 within teams and across wider communities of practice.
• Eligibility for SC (Security Check) clearance is preferred; candidates should have 5 years\' UK residency and 5 years\' employment history (or back to full-time education) to be eligible.

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. We are committed to building a happy, inclusive and diverse workforce and encourage people from underrepresented groups to apply. We offer reasonable adjustments for applicants and welcome feedback on how we can improve the experience for future candidates.

Life at Made Tech and Benefits

We are focused on building a happy, inclusive and diverse workforce. We use Slack to foster community and have dedicated learning spaces called communities of practice (COPs). We offer a flexible benefits platform including a Smart Tech scheme, Cycle to work scheme, and a personal benefits allowance that can be invested in a Health care cash plan or Pension plan. We also provide an optional social and wellbeing calendar of events for all employees.