DV Service Delivery Manager

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 formanaging the provision of the Cross Domain Service for a Government customer.  Working at the customer site with a team of up to 10 TwinStreamengineers, the Service Manager will be responsible forthe day-to-day management of the service. The Service Manager will be the primary on-site TwinStreamrepresentative 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 timelyresponse to incidents and oversee incident management processes.  

• Ensure appropriate investigationinto ongoing problems and agree suitable mitigation actions. 

• Ensure adherenceto TwinStreamand customer specific incident and problem managementprocesses. 

• Liaise with customer and other supplier stakeholders to manage and resolve issues. 

• Work collaboratively with the TwinStreamdelivery teams to plan and manage continuous deploymentsinto the customer environments, responsible for effective service transition. 

• Proactive managementof operational risks and issues, working in collaboration with the TwinStreamdelivery team on treatment and mitigation plans. 

• Ensure configuration and asset managementrecords at maintainedat the customer siteand adherenceto TwinStreamand customer processes.  

• Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities. 

• Provideregular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.) 

• Provideregular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed. 

• Actas a point of escalation for customers. 

• Workclosely with customer stakeholders on an ongoing basis to ensure that TwinStream’smanaged service aligns intotheir own processes and tooling effectively and efficiently. 

• Identify, planand manage continuous service improvements.  

• Supportthe TwinStreamdelivery team with commercial proposals and negotiations as required. 

• Identifyand reportcommercial opportunities to the TwinStreamdelivery team and commercial stakeholders. 

• Workcollaboratively with the TwinStreamagile delivery team to ensure seamless interaction between managed service provision and project delivery. 

Key Skills  

• Experience of managed service provision into public sector customers 

• Strong written and verbal communicator 

• Proactive 

• Adaptable 

• Familiarity with ITSM frameworks such as ITIL and ISO 20000 

• Familiarity with Service Integration and Management (SIAM) 

• Must have DVclearance 

There are many great reasons to join our team!  

Pension Plan  

Secure your future with our competitive pension plan that offers an 8% employer contribution. 

Private Medical Healthcare  

Your health and well-being are our top priorities. Enjoy comprehensive private medical healthcare, which includes dental and optical care for you and your family.  

Learning and Development  

Your career is in your hands. We empower you to take charge of your own development, giving you the autonomy to shape your growth.  

Flexible Working  

We understand the importance of balancing work and life. Flexibility is not just a policy for us; it is part of our culture. We are passionate about helping you seamlessly integrate work with your home life.   

Electric Vehicle Scheme   

Drive sustainability forward with our electric vehicle leasing scheme. You can take advantage of this initiative through a convenient salary sacrifice program.   

Holidays   

Enjoy annual leave of 28 days, plus bank holidays, allowing you to recharge and spend time on what matters most.     

Team Events  

We love celebrating our achievements! In addition to our quarterly meetings, you can look forward to our Christmas and summer parties-opportunities to relax, reflect, and have fun as a team.   

Additional Benefits   

We provide life assurance for your peace of mind and a cycle-to-work scheme to support your health and sustainability goals. 

Diversity & Inclusion  

We’re committed to building a diverse and inclusive workplace. We welcome applications from people of all backgrounds, experiences, and identities. 

If you need any adjustments during the recruitment process, please let us know. We’re here to support you 

Further Information:  

Due to the nature of the work and the sectors we support, any offer of employment will be subject to the successful completion of the relevant security screening and clearance process.

This role requires eligibility for [BPSS / SC / DV]clearance. As part of the vetting process, candidates must meet the UK Government's residency and right-to-work requirements associated with the required level of clearance.