Service Delivery Programme Manager

Role overview

Programme and service delivery

• Deliver programme outputs, key results and performance metrics, including order intake, sales, gross margin and cash performance.
• Manage project plans and schedules; govern delivery phases and ensure project, technical, procurement and support processes control risks.
• Coordinate service implementation, transition and operational handover; publish business planning and reporting, including PMRs and OTD.
• Maintain the Service Management Plan and accurate, current project documentation and records.

Service governance and improvement

• Govern service management, incident and change management, continual improvement and customer satisfaction; guarantee delivery against Service Level Agreements.
• Manage incidents and service requests, maintain service availability, classify incidents, identify root causes and propose Engineering Change Requests where needed.
• Analyse customer feedback and operating reports; produce and monitor KPIs, control scope and change, and prioritize service improvements.
• Set plans to improve service quality or reduce costs; manage commendations and complaints and use them for continual improvement.

Customers, bids and suppliers

• Interface with customers on technical and operational request matters and coordinate technical activities across customer-service teams.
• Support definition, scoping, generation and submission of service-delivery bids.
• Monitor supplier performance and output with cross-functional teams.

Essential experience and skills

• Experience delivering or working within a Service Delivery Programme, Managed Service or Product Support environment.
• Excellent professional project-management skills and ability to coordinate service delivery through supporting functions and teams.
• Strong analytical, communication, stakeholder-management and negotiation skills across customers, partners, suppliers, end users and internal teams.
• Strong customer focus, ability to build relationships at all levels, and ability to analyse service performance and take corrective action.
• Good commercial awareness and understanding of service commitments; experience delivering competitive bids to short timescales.
• Able to work effectively under project constraints and pressure and exercise sound judgement.

Desirable qualification

• Ideally degree-level qualification in a technical or business subject, or demonstrated relevant experience delivering support-related programmes.

Location

• Role is based at the IAS Templecombe site in Templecombe, United Kingdom.