WHO ARE WE:

In 2019, our founders were working as engineers solving complex cross domain problems in defence and security organisations.
TwinStream was formed to consolidate their collective expertise and experience into one business, providing technical excellence and exceptional service to their clients. We have teams working both on-site with clients and remotely from home.

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

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