Service Delivery Manager
// Role Summary
BAE Systems is seeking a Service Delivery Manager in Alton to oversee managed service contracts, ensuring client SLAs are met within budget and quality standards. This role acts as the primary client contact for service delivery.
// Key Responsibilities
- Manage client SLAs, budget, and quality for managed service contracts.
- Serve as the single point of contact for service delivery to clients.
- Manage internal resources, subcontractors, and the service delivery chain.
- Oversee incident, problem, and change management within the service.
- Experience in managing challenging client critical support services is essential.
- Requires strong influencing, communication, and organisational skills.
// Role Specification
Service Delivery Manager
BAE Systems Digital Intelligence is a leading organisation in digital, cyber, and intelligence solutions, operating across 10 countries to help governments, nation states, armed forces, and commercial businesses unlock digital advantage. We are looking for a Service Delivery Manager to join our team in Alton.
As a Service Delivery Manager (SDM), you will be responsible for the successful delivery of managed service contracts. This involves ensuring that client Service Level Agreements (SLAs) are met, while adhering to budget and quality standards. You will act as the primary point of contact for the client regarding service delivery, effectively managing internal resources and reporting into the Delivery Management chain.
Key Responsibilities:
- Produce comprehensive service reports.
- Manage incidents, problems, and changes within the service lifecycle.
- Escalate issues appropriately to both the client and within the business.
- Manage subcontractors, including external providers and other BAE Systems entities, who deliver components of the service.
- Manage the design, estimation, approval, and implementation of Change Requests into the service.
- Collaborate with the client Account Manager to identify and sell further services and enhancements to the client.
- The SDM role may be combined with additional engineering and tooling responsibilities.
Essential Requirements:
- Proven experience in managing challenging client critical support services.
- Demonstrated ability to handle high priority issues and stabilise services in demanding, time-pressured environments.
- Proactive initiation and pursuit of service improvement tasks during business-as-usual periods.
- A delivery-focused management approach with the ability to motivate staff through a positive attitude, appropriate delegation, and control.
- High levels of self-motivation, flexibility, initiative, and integrity to ensure client and management confidence.
- Strong influencing and communication skills.
- Aptitude for attention to detail and the ability to manage multiple tasks concurrently.
Desirable Requirements:
- ITIL v3 Foundation level certification or higher.
Location: Alton (Hybrid working available)
Grade: GG10 – GG11
Please be aware that many roles at BAE Systems are subject to security and export control restrictions. All applicants must as a minimum achieve Baseline Personnel Security Standard (BPSS).