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Service Delivery Manager

Employer
BAE Systems Digital Intelligence
Location
Amersham, London, Guildford, Gloucester, Leeds, UK Home, Great Baddow, Milton Keynes-CS, Coventry-CS, Client Site United Kingdom - Midlands, Client Site United Kingdom - Buckinghamshire, London-CS, Client Site United Kingdom-Andover, Client
Salary
Competitive
Closing date
18 Oct 2022

View more

Sector
Defence , Engineering, IT
Job Role
Intelligence
Job Type
Permanent
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Job Details

Role summary

NetReveal® OnDemand is the SaaS implementation of the market leading Applied Intelligence NetReveal® platform for the automated analysis of enterprise risk, fraud and compliance. Our offerings include services for the automated detection and analysis of complex fraud networks, bulk analysis of databases and documents, and advanced entity-centric federated search technologies.

What you'll be doing

Role duties:

• Building and maintaining relationships with key stakeholders and client staff

• Performance Monitoring and Management of services against contracted Service Level Agreement metrics or KPIs

• Achieving a high level of Customer Satisfaction, producing and enacting recovery action plans if service delivery is not meeting expectations

• Ensuring the Financial health of the contract, managing revenues and costs within agreed budgets and forecasts

• Effective communication with clients and across organisational boundaries - from engineers through to senior managers - getting things done, make things happen

• Ensuring operations teams are aware of the scope of support services to be provided and have the required information in their possession

• Act as a point of escalation for Service failures, with the authority to pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities

• Communication and transition management of changes to ensure awareness and preparedness of all stakeholders

What we're looking for

Specific grade duties:

Service Delivery and Reporting

• Delivers service in accordance with agreed service levels

• Makes use of a catalogue of available services and provides feedback to the service portfolio team on the performance of service components.

• Manages resources and makes resource requests to deliver services.

• Manages the delivery costs to remain within agreed budget.

• Prepares service delivery reports and meets with client for regular service delivery meetings.

• Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.

• Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

• Monitors performance, collects performance data and investigates problems.

• Resolves or escalates problems. Implements service improvement actions and programmes.

• Assesses, analyses, develops, documents and implements changes based on requests for change.

Business Development

• Develops relationship with client service team and works with account manager to sell add-on enhancements and changes.

• Manages the design, estimation, approval and implementation of Change Requests to the service, drawing upon service architects if required.

Subcontractor

• Manages subcontractors who deliver components of the service, whether those are external company providers or other parts of Applied Intelligence or BAE Systems.

• As appropriate, maintains a service relationship with parts of the client organisation with which we have service dependencies.

Skills:

Mandatory

• You must be able to evidence managing challenging client critical support services, demonstrate dealing with high priority issues and subsequent stabilisation of services in a demanding, time pressured environment.

• During business-as-usual periods you will be expected to actively initiate and pursue service improvement tasks.

• During challenging periods you will be expected to maintain a clear and calm attitude whilst showing appropriate levels of concern and pursuing a suitable course of action to overcome the problems presented.

• You must be a delivery focused manager who is able to motivate staff by maintaining a positive attitude and through appropriate delegation and control.

• Self-motivation, flexibility, initiative and integrity are required to ensure that our clients and the Applied Intelligence management have a high degree of confidence in your ability to efficiently manage the services with minimal intervention.

• Good oral and written communication skills are essential to ensure all parties associated with the service maintain a clear understanding of the status of the service and associated tasks at all times. Experience of supporting solutions in a multi-provider environment would be advantageous.

• Strong influencing and communication skills are essential, as is an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallel.

• Building and maintaining relationships with key stakeholders and client staff

Desirable

• ITIL v4 Foundation level certification or higher

Life at BAE Systems Digital Intelligence

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day. By embracing technology, we can interact, collaborate and create together, even when we're working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance well-being.

Diversity and inclusion are integral to the success of BAE Systems Digital Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential.

About BAE Systems Digital Intelligence

BAE Systems Digital Intelligence is home to 4,800 digital, cyber and intelligence experts. We work collaboratively across 16 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

Launched in 2022, Digital Intelligence is part of BAE Systems, and has a rich heritage in helping to defend nations and businesses around the world from advanced threats.

Company

BAE Systems Digital Intelligence is home to 4,800 digital, cyber and intelligence experts. We work collaboratively across 16 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

Launched in 2022, Digital Intelligence is part of BAE Systems, and has a rich heritage in helping to defend nations and businesses around the world from advanced threats.

Find Us
Location
Guildford, Surrey
GB
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