Service Delivery Manager (Must hold current active SC clearance)
Please note you will be required to go into the London office 1 day a month
The Company:
At Amber Labs, we are a cutting-edge UK and European technology consultancy that prioritises empowering autonomy, promoting experimentation, and facilitating rapid learning to provide exceptional value to our clients. Our company culture is centred around collaboration, where all colleagues, regardless of their role, work together to minimise risk and shorten delivery times. Our team consists of highly-skilled cross-functional consultants, analysts, and support staff.
The role:
The Functional Service Delivery Manager is responsible for ensuring the seamless delivery of IT services within the organization, focusing on functional business areas or specific customer segments. This role bridges the gap between technical teams and business stakeholders, ensuring services meet agreed service levels, align with business needs, and drive operational excellence.
Key Responsibilities:
Service Delivery Management:
Oversee and manage the delivery of IT services for specific functional areas or business units.
Ensure service levels are met or exceeded as per the Service Level Agreements (SLAs).
Act as the primary point of contact for service-related issues, escalations, and improvements.
Stakeholder Engagement:
- Build strong relationships with business stakeholders to understand their requirements and priorities.
- Communicate service performance and improvements to stakeholders regularly.
- Collaborate with vendors and third-party providers to ensure seamless service integration.
Incident and Problem Management:
- Monitor and manage incidents and problems within the service scope.
- Drive root cause analysis and implement corrective actions to prevent recurrence.
- Coordinate with technical teams to ensure timely resolution of incidents.
Continuous Improvement:
- Identify opportunities for service improvement and optimization.
- Implement best practices and frameworks such as ITIL, Agile, or DevOps.
- Drive innovation to enhance service delivery and user experience.
Reporting and Metrics:
- Track and report on service performance metrics and KPIs.
- Prepare regular reports on service health, highlighting risks and improvement areas.
- Present performance data to senior management and business stakeholders.
Resource and Financial Management:
- Manage resources within the service delivery team to meet operational needs.
- Oversee budgets related to service delivery, ensuring cost-effective solutions.
- Align resource allocation with organizational priorities and service demands.
Compliance and Risk Management:
- Ensure adherence to organizational policies, standards, and compliance requirements.
- Identify and mitigate risks associated with service delivery.
- Support audits and assessments related to service performance and security.
Skills and Qualifications:
Essential:
- Strong experience in IT service management, preferably in a functional or business-specific capacity.
- Solid understanding of ITIL practices and principles.
- Experience in managing service delivery in a complex, multi-vendor environment.
- Excellent stakeholder management and communication skills.
- Proven problem-solving and analytical abilities.
Desirable:
- Certification in ITIL, PMP, or Agile methodologies.
- Experience with cloud services, particularly AWS, Azure, or GCP.
- Knowledge of industry-specific technologies and tools.
- Strong understanding of security and compliance frameworks.
Diversity & Inclusion:
Here at Amber Labs, we are dedicated to fostering an inclusive and equitable workplace for all. Our commitment to diversity, equality, and inclusion includes:
Valuing the unique experiences, perspectives, and backgrounds of all employees and creating an environment where everyone feels welcomed, respected, and valued.
Prohibiting all forms of harassment, bullying, discrimination, and victimisation and promoting a culture of dignity and respect for all.
Educating all new hires on our Diversity and Inclusion policies and ensuring they are aware of their rights and responsibilities to create a safe and inclusive workplace.
By taking these steps, we are dedicated to building a workplace that reflects and celebrates the diversity of our employees and communities.
This role at Amber Labs is a Contract position, and all employees (Must have current active SC clearance). Please be advised that, at this time, we are unable to consider candidates who require sponsorship or hold a visa of any type.
What Happens Next?
Our Talent Acquisition Team will be in touch to advise you on the next steps. We have a two-stage interview process for most of our consultants. In certain cases, we may include a third and final stage, which is a conversation with the company Partners. This will only be considered if deemed necessary.