Responsibilities and Duties
As a Service Delivery Manager, you will play a pivotal role in our Service Operations Software and Tech Delivery lifecycle. Your primary responsibility is to ensure the successful delivery of all accepted services as per contract, billing clients accurately, and, most importantly, exceeding client expectations. You will work with service values ranging from £500k to £2.5m+, providing critical insights to shape the growth and development of our service portfolio.
Key Responsibilities:
- Oversee a team of engineers within your area, serving as the single point of contact between the customer and our teams.
- Provide technical direction and consulting to project teams.
- Manage a variety of Work Packages and Services to ensure a high level of service to our customers.
- Manage solutions, including Work Packages, Work Unit projects, and fixed-price solutions.
- Act as the primary project point of contact for both internal and external stakeholders, focusing on project performance monitoring.
- Ensure the delivery of contractual commitments in terms of cost, schedule, and quality.
- Define the organizational structure, interview, and select Work Package Leads, Team members, and Subject Matter Experts (SMEs) to ensure their adequacy for project and service delivery.
- Identify and deploy appropriate technical management and SMEs to ensure delivery and quality.
- Responsible for achieving project cost and productivity targets, providing monthly reporting with analysis and productivity plans.
- Provide inputs to build the yearly budget.
- Manage out-of-scope requests, budget overspend, delays, and workload issues.
- Escalate performance issues to the Programme Manager.
- Analyze and report project/program data using KP tools.
- Manage low and medium project risks.
- Ensure the project on-boarding and release of resources as per Workload vs. Capacity planning.
- Ensure a match of skills and competencies working with the engineering teams.
- Be responsible for Utilization, Cost Efficiency, and SME/Specialists in the sector.
- Support business growth by managing customer relationships.
- Provide line management of the project team on its projects, including timesheet validation, absence reporting, issue escalation, performance assessment, and personal development plans.
- Provide feedback to respective Department Leaders about the individual contributions of technical team members.
- Act as an escalation point for technical, schedule, and quality issues, customer dissatisfaction, and risks.
Personal Attributes:
- Take personal responsibility for driving culture throughout the consulting and Solutions team and appropriate brands.
- Be instrumental in supporting the team and peers.
- Take individual accountability through a robust review process.
- Play a pivotal ambassadorial role across the business unit.
- Follow best practices in effective meeting management, providing information in a timely fashion and taking necessary actions.
- Build and maintain strong relationships with internal stakeholders to consistently achieve high results.
- Get involved in corporate projects across the business.
- Take an active role within tech communities and promote the company as a global player in Smart Industry.
Required Skills:
- High-level stakeholder management with excellent technical-level communication skills and the ability to understand and manage customer expectations.
- Able to manage communication with senior stakeholders, both internally and with customers.
- Strong leadership and people management skills to motivate and lead a team of professionals.
- Collaboration and teamwork skills to build and maintain strong relationships with internal and external stakeholders.
- Strong decision-making abilities based on available information.
- Understanding of Work Packages and fixed-price contracts, as well as different levels of services, requirement management, and scope change management.
- Proven Project/Work Package/Service Management experience, including understanding the full Delivery process, planning, reporting, and risk management.
- Financial management awareness, including Earned Value Management (EVM), monitoring cost performance, and understanding financial aspects of consulting services.
- Ability to support the delivery of complex projects on time and a willingness to delve into project details when required.
- Ability to drive continuous service improvement, optimize processes, and demonstrate organizational skills.
- Strategic planning and judgment, focusing on priorities to deliver results and knowing when to escalate or hand over.
- Exposure to Presales and Bid Management, including managing bids and offers, creating technical offers, estimating and managing risks.
- A commitment to a compliant and positive work environment and participation in creating positive social engagement.
- Experience working within an IT consultancy business and/or understanding of managing IT projects and contracts.
- ITIL qualification and/or equivalent experience of working within an ITIL environment.
- Eligibility for SC Clearance (Security Clearance) is essential.
- Minimum of 3 years of relevant experience is required.