Service Delivery Manager - DV Cleared at TwinStream, Cheltenham, £550-£650 per day (Outside IR35)

Details:

£550 - £650 (6month contract oitside of IR35)

Must have DV-Clearance

Primary location at Customer Site in Cheltenham and occasional attendance at other customer sites in Bristol, Corsham, and other locations as required.

About the role:

The Service Manager will be responsible for managing the provision of the Cross Domain Service for a Government customer. Working at the customer site with a team of up to 10 TwinStream engineers, the Service Manager will be responsible for the day-to-day management of the service. The Service Manager will be the primary on-site TwinStream representative working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.

Responsibilities:

• Manage a team of up to 10 engineers to support the cross-domain system
• Ensure timely response to incidents and oversee incident management process
• Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions
• Liaise with customer and other supplier stakeholders to manage and resolve issues
• Contribute to configuration and asset management processes at the client
• Ensure continuous delivery of updates into the test, reference, and production systems
• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities
• Providing regular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)
• Providing regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed
• Acting as a point of escalation for customers
• Working closely with customer stakeholders on an ongoing basis to ensure that TwinStream's managed service docks into their own processes and tooling effectively and efficiently
• Supporting internal stakeholders with commercial proposals and negotiations as required
• Identifying and reporting commercial opportunities to the internal commercial stakeholders
• Working with TwinStream's agile delivery managers to ensure seamless interaction between managed service provision and project delivery

Key Skills:

• Experience of managed service provision into public sector customers
• Strong written and verbal communicator
• Proactive
• Adaptable
• Familiarity with ITSM frameworks such as ITIL and ISO 20000
• Familiarity with Service Integration and Management (SIAM)
• Must have DV clearance