Description
Service Delivery Manager
Clearance required: UK Government SC Clearance (used in last 12 months ie worked in government) and NPPV3 preferred. Although can get the NPPV3 clearance in the role after joining.
Location: Remote with occasional travel to London/Croydon
Sector: Public
IR35 Status: Cap mandated PAYE via umbrella company
Job Description:
Service Delivery Manager
Service Delivery Manager hosting critical national government applications.
Experience working as an SDM within UK Public Sector,
In the Service Delivery Manager role you will take ownership and drive through to conclusion high priority incidents,
Root Cause Analysis meetings, problem action assignment and progress,
change quality assessments/due diligence, change submission and communications.
Service Review:
Responsible for driving and reporting on the service review activities. This will entail:
o Reviewing and validating recorded tasks.
o Planning meetings with required stakeholders.
o Chairing meetings and populating the management record as required
o Assessing, agreeing priority and assigning review actions.
o Management of allocated resources to deliver review.
o Quality assurance of material produced
o Assurance that relevant structures are in place within confluence for material
o Assurance of defined processes for Service Design, Service Transition and introduction for material produced in service review
o Assurance that ServiceNow has data recorded against each identified service
o Following up on project actions through to conclusion.
o Report on progress of actions across all recorded tickets.
o Engagement with ESM on service integration activities.
Root Cause Analysis
Responsible for driving and reporting on the performance of RCA process activities. This will entail:
o Reviewing and validating RCA candidates.
o Planning RCA meetings with required stakeholders.
o Chairing the RCA meeting and populating the RCA document.
o Assessing, agreeing priority, and assigning RCA actions.
o Liaising with the Problem Management process/resources and external stakeholders where applicable.
o Following up on RCA actions through to conclusion.
o Report on progress of actions across all RCAs.
o Completion of RCA to a sufficient level for submission within 48 hours
Contribute to continually improving the RCA internally and in relation to Incident Management, Application Support teams, additional stakeholders etc.
Objectives
Be the Incident Manager in all P1/P2 (high priority) incidents reactively or proactively raised where an ESA service is suspected to be the fault. Mentor deputy to perform
Responsible for driving and reporting on the performance of RCA process activities.
Chair and administer the Change Bord Meeting and mentor deputy to perform
Responsible for driving continual service improvement across the Incident, Service Request, Problem and Change processes and engage others to act on behalf
Responsible for driving and reporting on the performance of problem process activities.
Responsible for driving and reporting on Rota management across teams
Responsible for driving and reporting on process management across teams
Responsible for supporting and reporting on the service review activities