Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
Manage your team’s capacity and measure success against contractual commitments such as SLAs and KPIs.
Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
Identify ways to improve and contribute beyond day-to-day delivery. This could be by participating in COP or supporting recruitment.

Requirements

Ability to multi-task and confidently prioritise for yourself and others.
Expressing confidence when faced with challenging situations.
Make fast, sound decisions whilst under pressure.
Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring
Solution focussed and outcome driven.
Implement incident and problem management processes using best practice such as ITIL or Agile Service Management.
Coordinate and manage the resolution of major incidents and subsequent root cause analyses.
Champion governance, risk and engagement processes and be responsible for others following the processes.
Manage change using robust change management processes that prevent scope creep.
Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc.
Create, run and report on a service transition plan for onboarding a new service into a Managed Service team.
Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers.
Coordinate knowledge management across a multi-disciplinary team.
Support and manage competing priorities.
Proactively identify and progress service and product improvements balancing user needs and client strategy.
Take ownership of team rotas and manage availability for shift-based team members.
Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use.
Demonstrate encouragement of high performers, to support them towards successful promotions.
Provide regular feedback for team members and support them in producing development plans where appropriate.
Adherence and management of contractual obligations, including SLA management.
Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT.
Collaborating with user-centred design and product teams to develop bespoke client focussed measures of value.
Manage team budget and capacity, and forecast upcoming workload.
Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders.
Ability to track and calculate service credits on an ongoing basis.
Confidently act as the primary point of contact for customer escalations.
Develop and maintain strong relationships with senior stakeholders.
Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements.
Communicate effectively in both written and verbal communications
Produce high-quality reports that consider the context of the clients’ objectives.
Drives collaboration and breaks down barriers between conflicting views.
Demonstrate tact and diplomacy when managing key stakeholders, both client and internal, across all levels.
Support junior service delivery managers, who may not be in your core team, to develop and gain new skills.
Contribute to both Managed Service & Delivery Communities of practice.
Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech.
Leverage knowledge and experience in service management to showcase Made Tech’s capabilities externally.

Benefits

30 days Holiday - we offer 30 days of paid annual leave plus bank holidays
Flexible Working Hours - we are flexible with what hours you work
Flexible Parental Leave - we offer flexible parental leave options
Remote Working - we offer part time remote working for all our staff
Paid counselling - we offer paid counselling as well as financial and legal advice

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementproblem managementchange managementservice transition planningroot cause analysisrisk managementservice level agreement (SLA) managementkey performance indicators (KPI)user-centred designservice management

Soft Skills

multi-taskingprioritizationdecision makingclient communicationsolution focusedteam managementstakeholder engagementfeedback provisioncollaborationtact and diplomacy