Service Delivery Manager

Role Overview

As a Service Delivery Manager at UP3, you will play a vital role in supporting our Managed Service Customers. You will be responsible for ensuring the effective delivery of high-quality services to our customers, proactively gathering feedback from our customers and using this feedback to inform the business and drive continuous service & process improvement and evolution.

You will ensure that SLAs and KPI's are met and that reporting, and performance management targets are met. You will be an advocate of our customers internally in UP3, working closely alongside our Customer Success Managers (CSM) to maximise our customer experience and drive continuous service improvement.

Regular scheduled on-call shift cover will be required, and occasional scheduled or unscheduled out of hours support will be needed. For example, during upgrades or major incidents affecting your customers.

We’re looking for someone who can relate to our values and the type of company we are. If you are right for us you’ll be able to articulate why these values matter:

No-one is above making the tea or watering the plants.

Do the right thing by the customer. Always.

No room for egos, politics or gossip.

We're a team. Take pride in sharing what you know.

If you see something that needs doing, roll up your sleeves and get it done.

Remember, at some point, you did something for the first time.

Key Responsibilities

• Customer Relationships: Building and maintaining strong relationships with customer operational stakeholders, acting as the primary point of contact for all Managed Service related issues.
• SLA: Oversight and reporting of SLAs, performance management and contractual obligations. You will continuously review the measures and metrics in use to measure performance, always looking for opportunities to improve transparency for our customers.
• Service Reporting: Responsible for (in collaboration with the CSMs) ensuring your customers receive timely and regular Service Reviews, service utilisation reports, dashboards and notifications, with accurate reporting and analysis. Ownership of any Service Improvement Plans (SIP) deemed necessary. You will drive ongoing improvements in the content and quality of all in-life customer reporting.
• Problem Management: You will take ownership of Problems, identified either via repeat incidents, or as highlighted by the customer
• Major Incident Management (MIM): You are responsible for the MIM process, and the primary point of contact for MIs for your customers. You will own and facilitate resource, internally, customer and ServiceNow support, providing continuity and ownership of all major incidents. This includes ownership of escalations into ServiceNow as necessary and ensuring that Major Incident Reports (MIR) are issued for all major incidents.
• Change Management: You will provide oversight of your customer’s change process, ensuring changes are submitted to CAB to the agreed process and timescales, and attending, along with the relevant technical resource, all CAB sessions with your customers.
• Service Transition: Ensure the handover from Project to Operations is completed in line with an agreed Transition plan, covering knowledge and training for the operational team, feeding into go/no-go decisions, limiting the number of Incidents raised following Production releases.
• Quality Feedback: Using your knowledge gained in the role, and your Root Cause Analysis reporting, you will provide regular constructive feedback back into the Customer Engagement and Technical teams on release related defects, impact, root cause and lessons learnt.
• Instance Performance Management: You’ll work closely with the Managed Service team to monitor customer instance performance, utilising all available tools such as Performance Dashboard, UP3 scheduled performance optimisation tasks, and Instance Observer. You will report on performance trends and where necessary make recommendations or take actions to address current or expected performance concerns.
• Licence Compliance: Utilising the UP3 Licence Compliance dashboards, you will ensure your customers have visible, accurate and trusted visibility of their ServiceNow licence utilisation, and compliance.
• Governance & Compliance: You will provide oversight, and work closely with the CSM, Technical Account Manager (TAM) and Managed Service Team in defining and monitoring customer specific compliance obligations.
• Bid & Renewal Support: You will support the Sales team and CSM as needed in renewals, uplifts and proposals for your customers.
• UP3 Values: You will uphold the UP3 values and all times, and champion them in all engagement with your team

Experience & Skills Required

• Experience in a Service Delivery position, at least 3 years experience in a similar role
• Familiarity with ITIL, Agile, or similar frameworks
• Strong analytical and problem-solving skills, with the ability to summarise and present complex data effectively.
• Excellent communication and interpersonal skills. You will be experienced in engaging with senior stakeholders, able to own, facilitate and control meetings, and confident in articulating technical issues to non-technical customer contacts.
• Confidence in your own ability, and willingness to own difficult problems through to resolution.
• Ability to work collaboratively in a cross-functional team environment.
• Attention to detail and a commitment to accuracy.
• Excellent written and verbal skills.
• Existing knowledge or experience of ServiceNow would be beneficial

What's in it for you?

• Career development and progression – we invest in our people and actively promote from within.
• Work for an established, respected player. We’ve honed our craft having been with ServiceNow since the early days, going on to set up UP3 in 2016.
• Amazing customers and a best-in-class solution.
• Best in class tech stack, tools and training. We’re committed to providing all you need to be successful in this role
• London based. We have a fantastic office at The Ministry in Central London and offer hybrid working with 2-3 days a week in the office.

Company benefits – highlights

Maternity and Parental Leave

We offer an enhanced maternity and parental leave package. For maternity and adoption, we will provide you with 16 weeks full pay, followed by 23 weeks Statutory Maternity Pay (SMP). And for Paternity and other Parental leave, you’ll receive 4 weeks of full pay. In addition, we encourage you to take as much time as you need for ante and post-natal appointments.

Flexible Working

We know people thrive when they’re given the opportunity to strike the right balance between their work and their personal life, so we offer flexible working arrangements so that you can do your best work, without compromising.

We embrace hybrid working, so you can split your time between home and our offices in The Ministry, SE1. We offer a £250 allowance to ensure your home office is set up with everything you need.

• Excellent Bupa health insurance and Bupa level 3 dental cover
• 25 days holiday increasing based on length of service
• Company pension (after 3 months’ service)
• A Death-in-Service Life Insurance policy which would pay out 4X your salary
• Sports and Social Club – recent events include Dungeons & Dragons night, wine tasting, Junkyard golf and Gourmaze tasty treasure hunt