Service Delivery Manager

at  Leidos

WHO DO WE NEED?

We are looking for a talented individual who is able to lead from the front with customers and team members alike and who has proven people management skills having an acute eye for attention to detail, excellent organisation, communication and leadership skills, service delivery expertise with a technical bias and strong programme management experience aligned to client and technical complexity notably:
The required gravitas of being able to manage senior stakeholders within the IT Services arena including Programme Managers, End user community personnel and Supply Chain;
Experience of managing sizeable application and infrastructure support contracts;
Experience of managing teams of up to 40 highly qualified technical staff;
Strong negotiation skills;
Worked within ITIL based framework, with experience of: Incident Management, Problem Management, Change Management, Release Management;
Experience of monitoring service against agreed service levels;
Experience working on complex projects and programmes. Working on a customer site, with limited working for home;
Ability to gain and hold security clearance.

WHAT WILL YOU BE DOING?

As the project SDM you will be accountable for delivery of services across customer-owned projects to meet the defined SLAs/KPIs.
You will manage all service delivery-related processes and the delivery of projects from engineering to operation. As an SDM you will be the service owner for all end user and customer-facing IT services and solutions; and shall ensure end-to-end delivery of services based on agreed ITSM processes consistent with industry best practices.
The chosen candidate will also be responsible for management of the current team of ~40 staff, including the out of hours staffing needs, and additional surge resources that may be required to ensure the successful delivery of our contractual obligations while ensuring a favourable financial outcome.
Given all of these responsibilities, the chosen candidate will require experience of Service Delivery in a busy and dynamic environment, be aware of Programme/Project Management disciplines and have a high degree of commercial and political awareness.

THE SUCCESSFUL INDIVIDUAL WILL BE RESPONSIBLE FOR:

• Ensure team compliance local Security rules.
• The SDM shall be responsible for delivery and ownership of holistic customer service offerings including:
• Ensure all staff have appropriate workspace, liaising with Customer to increase workspaces as required;
• Ensure all on-site \ Customer H&S procedures are adhered to;
• Ensure that policies and processes are in place to deliver consistent, efficient, and effective services;
• Responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the User experience;
• Drive efficiencies through refinement of processes and practices.
• Support the recruitment (market analysis, interview and selection) of staff onto SP projects;
• Assess staff members’ skill and capacity requirements and maintain a SQEP register.
• Ensure suitable training opportunities are made available to the team to bridge shortfalls identified in the SQEP register.
• Supporting business development activities such as contributing to bids, supplier engagements, and industry events;
• Governance – assisting in defining and implementing processes & standards and ensuring staff adhere to them.
• Point of escalation - ensuring escalated issues from customers and colleagues are resolved effectively and in a timely manner.
• Coach and mentor less experienced staff as required.
• Foster a spirit of teamwork inclusion and unity amongst the teams;
• Keep staff informed of company, division, department, and team’s activities;
• Empower staff to take responsibility for their jobs and commitments;
• Innovate and encourage innovation within team members;
• Promote a culture of challenge and accountability within the team.
• Manage compliance to processes and other corporate obligations e.g. timesheets, training.
  Lead user liaison – Point of Contact for Lead users for:
  Conflict resolution. Business continuity. Information dissemination for Leidos personnel. Define or implement escalation processes for Risks and Issues. Escalation of opportunities, Risks, Issues that are outside of contract boundaries to the Programme Manager.
  Effectively leading, managing and motivating the on-site and remote teams to ensure a culture of focus, delivery and professionalism within which each member understands their role, responsibilities and is enthused to deliver their best work.
  Participating in sector resourcing through recruitment and resource management activity to help maintain a balanced and flexible resource pool.