Service Delivery Manager

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Our people love the exciting and meaningful work they do, the cutting-edge resources and technology they have access to, the benefits we offer and the great community we’ve built. Want to join them?

ROLE AND RESPONSIBILITIES:

• Manages the interfaces between Kainos and clients; communicates regularly with the client to build relationships that will enhance business opportunities for Kainos.
• Ensures regular reporting to clients and Kainos management; leads client service review meetings and internal support reviews.
• Manages the financial aspects of projects including forecasting, reporting and invoicing.
• Manages incident escalations – escalating within Kainos and third parties as appropriate.
• Manages, appraises and mentors staff as appropriate.
• Manages the team on a daily basis, ensuring effective deployment of skills and resources to ensure all service levels and client requirements are met or exceeded for their own projects.
• Project manages development and services work as required ensuring project management standards and agile principles are applied.
• Ensures all relevant standards and procedures are applied, including handover of live systems from development.
• Leads in negotiating support contracts and service level agreements with clients, and third parties, ensuring ”win-wins”
• Takes responsibility in devising and costing viable, winning solutions, working closely with the Kainos sales team.
• Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times.
• Assists in the future growth of Kainos by seeking, identifying and taking appropriate action on opportunities for additional business or increased efficiency.
• Responsible for establishing, operating and ensuring adherence to business and service management process and procedures for assigned areas of the support service.

ESSENTIAL EXPERIENCE AND CAPABILITIES:

• Ideally 6 years’ experience working in a commercial IT environment, a thorough understanding of service management, with at least 2 years demonstrable success in a service management role.
• Understanding of multi supplier engagements and their roles and responsibilities
• Demonstratable experience of Service Transition and design of a service.
• Excellent business writing skills with experience in the production of business cases, requirement documentation, tender documents, contracts, statements of work and change requests
• Broad business and technology understanding and a good awareness of industry trends in both HR/HR technology and Financials/Financials internationally
• Extensive experience of working closely with clients and demonstrable evidence of building sound client relationships.
• Experience in negotiating Service Level Agreements, support contracts and 3rd party contracts.
• Sound understanding and significant experience of the day-to-day management of service delivery.
• Experience of handling change controls in support contracts and changes to the service baseline.
• Excellent communication skills including formal presentations.
• Sound commercial awareness and understanding of service management dynamics and the interaction with project delivery.
• Sound understanding of and ability to drive areas of the support service business.
• Experience of adhering to the disciplines and quality standards of service and project management, ideally with formal ITIL training.
• Proven ability to manage and motivate team members and lead by example.
• Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.
• Ability to work to tight deadlines.
• Demonstrable awareness of business and operational environments into which solutions have been delivered.
• Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times.

DESIRABLE ATTRIBUTES:

• Experience of delivering Service Management within an Agile environment
• Jira, Service Now, Confluence experience
• Basic understanding of cloud technologies and components to build & deploy CI/CD
• Evidence of securing significant follow-on business with an existing client
• Hold, or be eligible & willing to obtain, UK SC clearance with the view to progressing to higher level clearance if required.

PERSONAL ATTRIBUTES:

• Affable, credible and can communicate effectively with clients and colleagues.
• Excellent team player capable of delivering results in less than perfect circumstances.
• Capable of taking a cross project view in decision making.
• Mature, non-confrontational style.
• Quality focused.
• Highly flexible (including willingness to work away from home base).
• Articulate, enthusiastic, responsible, logical and thorough.
• A positive "can do" attitude towards the technical and non-technical challenges facing Kainos and clients.

WHO YOU ARE:

Our vision is to enable outstanding people to create digital solutions that have a positive impact on people’s lives. Our values aren’t abstract; they are the behaviours we expect from each other every day and underpin everything that we do. We expect everyone to display our values by being determined in how obstacles are overcome; honestwhen dealing with others; respectfulof how you treat others; creative to find solutions to complex problems and cooperative by sharing information, knowledge and experience. These values, applied collectively, help to produce an outstanding Kainos person, team and culture.