Service Delivery Manager

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Made Tech

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Made Tech

Service Delivery Manager

£28k

£40k

Multiple locations

Hybrid

Graduate

Junior

Mid

Senior

Leader

Description

Hybrid requirements: This role has flexible working patterns.

Application question:

Have you lived in the UK continuously for the last 4.5 years?

As a Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. You will be supporting 2-3 services in parallel and will help deliver and drive success, using a solutions focussed approach.

You will report to the Head of Managed Services or a Service Delivery Principal, and take responsibility for supporting a team. This includes onboarding new services and team members as required, managing and inspiring the team to produce high quality outcomes and collaborating with client stakeholders. This role will see you manage risks and issues that arise including live incidents, whilst remaining calm under pressure.

Service Delivery Managers find themselves working on a variety of different problems, are focussed on continuously improving both themselves and the team they lead, and take a data-driven approach to prioritisation and decision making.

Working closely with internal and external stakeholders, you will provide regular reports, manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.

Finally, as a member of the Managed Service community, you will also be an active member of our community of practice (COP). This could be attending COP sessions to share learnings or writing blog posts alongside our marketing team.

Essential Skills

The below list describes specific competencies and behaviours that you’ll need in this role.

Competencies and Behaviours:

Demonstrated ability to multi-task and confidently prioritize for yourself and others, maintaining composure and making fast, sound decisions under pressure. Skilled in handling difficult client conversations, clearly articulating remediation plans to provide reassurance. Solution-focused and outcome-driven, consistently expressing confidence when faced with challenging situations.

Service Operations Management:

Expertly implement incident and problem management processes using best practices like ITIL or Agile Service Management. Coordinate incident resolution and root cause analyses, while following and advocating for governance, risk, and engagement processes to support continuous improvement. Manage change effectively to prevent scope creep and handle workflows using popular ticket management tools such as ServiceNow, Jira Service Desk, and Zendesk. Additionally, proficient in running and reporting on service transition plans for onboarding new services into a Managed Service team.

Team Leadership:

Proven ability to coordinate knowledge management across a multi-disciplinary team while effectively supporting and managing competing priorities. Skilled in balancing user needs and client strategy to manage a backlog of service and product improvements. Adept at taking ownership of team rotas and managing availability for shift-based members. Proactively communicates IT policies and procedures, ensuring effective and efficient use. Provides regular feedback to team members, supporting them in achieving their development goals.

Contract Management:

Expert in adhering to contractual obligations, tracking and reporting on agreed SLAs and VLAs. Proficient in conducting regular service reviews and reporting on performance using OKRs, KPIs, and CSAT. Collaborates effectively with user-centered design and product teams to develop bespoke client-focused value measures. Skilled in tracking team budget and capacity, forecasting upcoming workload, and performing comprehensive risk management activities.

Client Engagement:

Confidently act as the primary point of contact for customer escalations, developing and maintaining strong relationships with stakeholders. Collaborate with stakeholders to deliver improvements, communicating effectively in both written and verbal forms.

Community and Personal Development:

Actively develop and grow your own skills by utilizing learning budgets and dedicated learning days, sharing your knowledge with colleagues. Support junior service delivery managers in developing new skills, even if they are not part of your core team. Contribute to Managed Service and Delivery Communities of Practice, sharing successes and failures to enhance methods, techniques, and technologies.

Life at

Made Tech

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Culture overview

We are Transparent We're building an open and transparent company across the UK, full of people who are passionate about their work, who always strive to be better, who love to help others grow and who care about using digital and technology to create a better, fairer society. We Make a Difference We focus our efforts on building meaningful, open source services that can help improve citizens' lives. We find this type of work more challenging and more rewarding. Less short-lived, throwaway projects, more mission-critical systems and services. We Continuously Improve We see the importance and value in self-improvement. We have regular code dojos, show and tells, reviews and other reflective practices we aim to encourage growth. One of the biggest ways we have committed to developing our skills is Learn Tech Fridays. We Learn Learn Tech consists of a number of tracks, where every Friday afternoon the whole company comes together to focus on learning new or developing existing skills. This is a constantly evolving programme and we are working with our team's feedback to keep improving it going forward. We support individuals with 12 days' paid learning each year, plus an individual learning budget. We are here to stay We are building a lasting organisation in which our people can grow with the business. We try to think hard about how to best approach every aspect of what we do to create the most enjoyable and productive environment. We are Inclusive We want to foster a diverse, happy and well-supported team. D&I isn't just something we pay lip service to. The services we help build will be used by people around the country. So it’s important to us that the teams that build them reflect this diversity too. Wherever you are on your career path. Whatever your background and experience. If you’re passionate about using technology to make life better for everyone, we absolutely want to hear from you. Certifications We see workplace engagement as a vital part of our continued success in empowering our employees to have a positive impact on the public sector. We are extremely proud to have received certifications from Best Companies for our continued commitment to making Made Tech a great place to work. Technology’s 50 Best Companies to Work For in London for 2021 Technology’s 50 Best Companies to Work For in the South West for 2021 Outstanding to Work for 2-Star Accreditation for 2021

Employee benefits

Cycle To Work

Flexible Hours

Flexible Working

Laptop

Learning Allowance

Life Insurance

Pension

Season Ticket Loan

Unlimited Holidays

Office vibe

Beer Fridge

City Centre

Friday Drinks

Office Dog

Open Plan

Social Events

Location

Tech at

Made Tech

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Leadership

Ben Collier

Head of Cloud and Engineering

Tech overview

We want to positively impact the future of the country by using technology to improve society, for everyone. We work with public sector organisations to modernise technology and working practices, and accelerate digital delivery so that citizens can benefit from better public services. We're transparent about what we do and how we do it, which is why we publish everything about us here: https://github.com/madetech/handbook We grow a team of polyglot programmers, comfortable using several programming languages. Our teams can work across a variety of technologies and you will need to be comfortable doing so too. Our teams have used Ruby with Rails and Sinatra, ES6 with React and Angular, C# with .NET Core, Java with Spring, Python with Django, and plenty more stacks. We don’t limit ourselves as a company to particular technologies and we expect all our engineers to be keen on learning new skills. You will need to be comfortable sharing your knowledge and skills with others. We’d love to hear some examples of mentoring, coaching and growing team members. Maybe you will have written some blog posts about your discipline, or perhaps even delivered a talk or two. High performing software delivery teams need to be empowered to deliver changes all the way through to production. To do this we combine our extensive cloud automation knowledge with DevOps culture. We've been using AWS from the start and as Advanced Partners are go to experts within the public sector. We use a range of IaaS, PaaS and FaaS depending on the needs of our users, in this case software teams, such as EC2, Lambda, ECS, Kubernetes, Heroku, CloudFoundry, Azure App Services, and more. We use VPC and PrivateLink for connecting to on-premise, legacy systems. We also use API Gateway, S3, CloudFront, SQS, SNS, SES, RDS, and many other services provided by AWS. You will have the opportunity to use and learn these technologies and we offer official AWS and other cloud training. We ensure we document our architecture and infrastructure as code, using technologies such as Terraform and OpenAPI. Containerisation is a big part of empowering our teams to develop, deploy and scale their applications, but so too is using AWS Lambda and avoiding the complexity of stateful services altogether. Right tool for the job. For us, DevOps is about culture rather than roles and titles. Even though this role is for someone with strong DevOps experience, the biggest impact you will have is coaching and helping teams use the platforms you build. You won't be building infrastructure in isolation or charged with deploying other peoples work into production. You'll empower teams with the mantra: you build it, you run it!