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Job Description

Senior Service Delivery Manager


Location: London


Contract: Permanent


Salary: £60k per annum


SC and NPPV3 Security Clearance or ability to obtain them


A fantastic permanent opportunity has arisen to work for a successful and innovative Infrastructure Communications company as a Senior Service Delivery Manager. We are seeking an experienced professional with excellent communication skills, as well as proven customer facing and presentation skills.


You will need to have demonstrable experience with running multi-million pound service contracts and projects. Further to this, strong Line Management Experience, and QEHS/Contract Document writing experience is essential.

You will be working within a positive culture, where employees are well rewarded and have opportunity to progress, acting as the customers' technical and operational representative and liaise with customers and stakeholders where required.


Typical Deliverables

  • Ensure the successful delivery of assigned contracts
  • Accountable for all the contract finances to ensure the contract is delivered within budget including;
  • Identifying opportunities and additional revenue from customers, either through contract variations or new orders, and delivering these opportunities, working with colleagues including sales as appropriate
  • Completing invoicing ensuring all charges are captured
  • Maintain accurate contract budgets and forecasts
  • Produce monthly finance reports and present up to board level
  • Obtain a deep understanding of your contract cost, carrying out regular reviews of contract expenditures, identifying trends and areas of efficiencies.
  • Accountable for the contract performance and ensuring all contractual SLA's and KPI's are met, working closely with the service delivery managers to identify root cause of failure and corrective actions in line with CSI
  • Ensure all QEHS and Security policies are adhered too across your assigned contracts.
  • Managing commercial risks and liabilities by working with the commercial and legal teams as appropriate
  • Assisting the BID team working on new BIDs as requested
  • Act as a 24x7 point of escalation for Major incidents and commercial issues ensuring they are seen through to conclusion
  • Overseeing continual service improvement initiatives and delivering in the most cost-effective way working with the Service Improvement Manager and relevant stakeholders
  • Overseeing the management of contract changes and new mobilisations and ensuring any agreed changes to the contract scope are covered by a CCN
  • Attend regular internal/external stakeholder reviews as appropriate and where applicable present;
  • Financial reports
  • SLA Reports
  • Problem Management Reports
  • Contract risk register
  • Actions register
  • Ensure clear direction and objectives are set for Service Delivery Team in line with business and contractual needs
  • Analysis of complex data to identify key trends and efficiencies to ascertain best working practice and drive process change
  • Produce and maintain business documentation using the document control system


Skills and Qualifications


  • Excellent verbal and written Communications skills
  • Line Management Experience
  • Customer facing and Presentation skills
  • QEHS/Contract Document writing
  • ITIL Foundation
  • IOSH
  • SC & NPPV3 Security clearance or ability to obtain them


  • Experience running multi-Million Pound service contracts/projects
  • Tendering and Bidding Experience
  • Creating and interpreting reports
  • Managing Safety
  • Working within the emergency services or defence industries
  • Use of Business tools including Oracle and Remedy ITSM
  • Performance Management and Objective setting


Permanent Employee Benefits:

  • 33 days holiday, including public holidays, plus the option to buy or sell five days each year
  • Company pension scheme
  • A range of family friendly policies including childcare vouchers
  • An employee-funded car leasing scheme
  • Occupational health support
  • Company Rewards Scheme


If you are interested and match the criteria above, please apply today with your updated CV.