DV Service Delivery Manager

Salary: £80,000 - £110,000 DOE 

Location: 4 days onsite in Cheltenham 

Eligibility Requirements: Must have DV clearance.

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 processes.  

• Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions. 

• Ensure adherence to TwinStream and customer specific incident and problem management processes. 

• Liaise with customer and other supplier stakeholders to manage and resolve issues. 

• Work collaboratively with the TwinStream delivery teams to plan and manage continuous deployments into the customer environments, responsible for effective service transition. 

• Proactive management of operational risks and issues, working in collaboration with the TwinStream delivery team on treatment and mitigation plans. 

• Ensure configuration and asset management records at maintained at the customer site and adherence to TwinStream and customer processes.  

• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities. 

• Provide 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.) 

• Provide regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed. 

• Act as a point of escalation for customers. 

• Work closely with customer stakeholders on an ongoing basis to ensure that TwinStream’s managed service aligns into their own processes and tooling effectively and efficiently. 

• Identify, plan and manage continuous service improvements.  

• Support the TwinStream delivery team with commercial proposals and negotiations as required. 

• Identify and report commercial opportunities to the TwinStream delivery team and commercial stakeholders. 

• Work collaboratively with the TwinStream agile delivery team 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 

There are many great reasons to join our team! 

Pension Plan 

Secure your future with our competitive pension plan that offers an 8% employer contribution. 

Private Medical Healthcare 

Your health and well-being are our top priorities. Enjoy comprehensive private medical healthcare, which includes dental and optical care for you and your family.  

Learning and Development 

Your career is in your hands. We empower you to take charge of your own development, giving you the autonomy to shape your growth.  

Flexible Working 

We understand the importance of balancing work and life. Flexibility is not just a policy for us; it is part of our culture. We are passionate about helping you seamlessly integrate work with your home life.   

Electric Vehicle Scheme  

Drive sustainability forward with our electric vehicle leasing scheme. You can take advantage of this initiative through a convenient salary sacrifice program.   

Holidays  

Enjoy annual leave of 28 days, plus bank holidays, allowing you to recharge and spend time on what matters most.     

Team Events 

We love celebrating our achievements! In addition to our quarterly meetings, you can look forward to our Christmas and summer parties—opportunities to relax, reflect, and have fun as a team.   

Additional Benefits  

We provide life assurance for your peace of mind and a cycle-to-work scheme to support your health and sustainability goals.