Description
Service Delivery Manager - DV Cleared - Hook
Candidates must be DV Cleared.
A leading Client of Modis is looking a Service Delivery Manager - DV Cleared to act as the primary client focus for the Client's project accountable for the delivery and implementation plan of all Client's services. These services include the delivery and resolution of any issues surrounding network services and intrusion protection services, end to end delivery of incremental business through change control, Client relationship management, incident and problem management, Service Level and KPI Management.
The Service Delivery Manager should also be comfortable with Project Management discipline and will be required to implement new services or minor projects into live service. A good understanding of Root Cause Analysis would also be preferred. A key requirement is the ability to work independently within differing security constraints and a markedly different client contracts and organisations.
Based 70% Hook and a 30% split between London and Newport.
Service Delivery Manager key responsibilities:
- Create and maintain long-term relationships to ensure services are delivered to time and cost in line with contractual agreements to avoid organisational exposure and the allocation of service credits
- Represent Client at client governance meetings
- Liaise with customers, Partners, third party network service providers and Sub Contractors as required
- Be accountable and responsible for all aspects of the project services
- Ensure that the Client's contracted services are delivered in particular that the response to incidents and change requests meet the service levels and performance indicators defined in the contract
- Ensure full compliance to security process, practice and policy
- Ensure that support staff is able to receive, respond and resolve incidents at an optimum level
- Provide direction for the incorporation of any "new" services into the service and the Client's service delivery organisations
- Provide reports as required by the Service Delivery lead
- Ensure continuity of service is provided from the network ops team at all times
- Optimise profitability to maximise Client's incremental business revenues
- Deliver project requirements into live service
Service Delivery Manager specifications and experience:
- Service Management Experience
- Familiarity with ITIL service frameworks, Root Cause analysis techniques and a recognised Project Management discipline
- Previous experience of managing a Network Service
- Experience of managing performance and KPIs and SLAs
- Experience of producing performance management statistics to identify trends of activity and strategic planning of continuous improvements
- Ideally an in-depth knowledge of the MoD culture, environment, political pressure and operating practices
- In depth knowledge of delivering operational networks
- Able to work across different business sectors
- Fully aware of above secret security practices
Other key skills/product knowledge:
- The candidate must have:-
- Excellent interpersonal skills
- Advanced management skills to ensure deliverables are met
- Excellent communication, influencing, negotiating and planning skills
- Process orientated to ensure efficiencies are gained and best practice is achieved
- Customer focused
- Performance focused