Service Delivery Manager

Job Introduction

The Security and Applications Service Delivery Manager is accountable for managing day-to-day service delivery of application and security services provided by both internal and external service providers, governed through service agreements & statements of work (SOWs). 

The role will also provide Project Management support for key activities, delivering projects that underpin the NNL Strategy in line with agreed scope, quality, time and cost.

Role Responsibility

1. Supports the Chief Architect, CISO and T&DC Service Delivery Manager in defining the appropriate standards by which projects are managed i.e. service transition, acceptance into service.

2. Management accountability for Application Manager

3. Responsible for service monitoring & performance, compiling service related MI and Board Packs.

4. Act as IT service representative at Executive Boards & Steering committees.

5. Capture performance data and interact with demand management and performance management to ensure that services and levels are aligned with business requirements at a tactical level.

6. Ensure service delivery meets the business requirements of the sourcing strategy (based on defined SLAs).

7. Align service-delivery capacity to business demands, while managing customer satisfaction.

8. Deliver a consistent process for incident & problem escalation/resolution in line with the sourcing governance framework.

9. Responsible for delivering projects in line with agreed scope, quality, time and cost.

10. Responsible for directing and coordinating activities of the project team to ensure project progresses on schedule and within budget

11. Prepare and present standard project management artefacts such as project initiation documentation, project plans, risk and stakeholder’s matrices and business cases.

12. Accountable for budgets and decisions within agreed project thresholds.

The Ideal Candidate

1. Good analytical skills with a focus on attention to detail

2. Excellent tactical and strategic business awareness

3. Educated to degree standard or equivalent professional qualification/experience in IT Service Management

4. Strong service delivery skills and relationship management skills with an ability to drive improvements via 3rd party service providers

5. Track record of delivering projects to time, cost and quality.

6. Strong stakeholder management skills and effective communicator.

7. Self-motivated, proactive and customer focused with excellent organisational skills.

8. Experience in business analysis and requirement definition

9. Knowledge of project governance frameworks, planning tools, IT service processes (ITIL) and best practices.

10. Strong coaching and leadership skills

11. Eligible for security clearance to SC level.

12. Commercially aware and astute 

About the Company

Grounded in robust science and decades of experience, National Nuclear Laboratory (NNL) is the authoritative voice in the UK and beyond for technological development within the nuclear power sector.

Our unparalleled understanding of the science, challenges and opportunities makes us an unrivalled authority and partner in the field, providing experts, technologies, and access to cutting-edge facilities to organisations around the world.

Harnessing potential technologies and translating them into to industry-ready solutions means our pioneering approach spearheads international improvement and technological progress.

We work on projects as small as drilling a hole to analyse underground wastes with our integrated micro drilling technology, or as large as developing state-of-the-art power systems for spacecraft, based on radioactive materials

NNL has a vision for Equality, Diversity and Inclusivity (ED&I) where NNL aims to be an inclusive workplace that attracts diverse talent through transparent and equal policies and procedures. We want you and the diverse mix of people that we employ, customers that we service and stakeholders that we influence to feel valued. We encourage a workplace culture where everyone can thrive with a sense of belonging.

National Nuclear Laboratory