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.

Senior Service Delivery Manager

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. The 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 measuring 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.
• Drive collaboration and break 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

• 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.

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 years' employment history (or back to full‑time education).

Benefits

• 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.

We are 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). We also welcome people from underrepresented groups to apply for roles with us.

Location: Any UK Office Hub (Bristol / London / Manchester / Swansea)

Employment Type: Permanent

Workplace Type: Hybrid

Compensation: £50,000 – £60,000 / year

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Sounds good?
Join us in our mission to use technology to improve society for everyone.

How we hire
Our hiring process is designed to be thorough, transparent, and supportive, guiding candidates through each step. The exact process may vary slightly depending on the role but these are the typical steps candidates can expect.

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