DV Service Delivery Manager
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Key details
- Salary
- £80K–£110K/yr
- Location
- Remote
- Work style
- Remote
- Level
- Senior
- Function
- Product / Program management
- Focus area
- other
- Visa sponsorship
- Needs a Top Secret clearance
- Posted
- 1w ago
Skills
About the role
About Us
In 2019, the founders were working as engineers solving complex cross-domain problems within government organisations.
TwinStream was formed to bring together their collective expertise and experience into a single business, focused on delivering technical excellence and high-quality service to clients.
Since then, the company has grown to over 100 team members across the UK, with colleagues working both on-site with clients, hybrid and remotely from home.
Details:
Salary: £80,000 - £110,000 DOE
Location: 4 days onsite in Cheltenham
Eligibility Requirements: Must have DV clearance.
About the role
The Service Manager will be responsible for managing the provision of the Cross Domain Service for a Government customer. Working at the customer site with a team of up to 10 TwinStream engineers, the Service Manager will be responsible for the day-to-day management of the service. The Service Manager will be the primary on-site TwinStream representative working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.
Responsibilities
- Manage a team of up to 10 engineers to support the cross-domain system.
- Ensure timely response to incidents and oversee incident management processes.
- Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions.
- Ensure adherence to TwinStream and customer specific incident and problem management processes.
- Liaise with customer and other supplier stakeholders to manage and resolve issues.
- Work collaboratively with the TwinStream delivery teams to plan and manage continuous deployments into the customer environments, responsible for effective service transition.
- Proactive management of operational risks and issues, working in collaboration with the TwinStream delivery team on treatment and mitigation plans.
- Ensure configuration and asset management records at maintained at the customer site and adherence to TwinStream and customer processes.
- Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities.
- Provide regular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)