Service Delivery Manager

TwinStream

. Manage provision of the Cross Domain Service for a Government customer .

Posted 10/28/2026full-timeCheltenham • United KingdomMid-LevelSenior💰 £80,000 - £110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing service delivery for government customers, ensuring adherence to incident management processes, and driving continuous service improvements. Proficient in stakeholder engagement and reporting on service performance metrics.

Highest-signal resume keywords

DV ClearanceManaged Service ProvisionITIL FamiliarityService Integration And Management (SIAM)Incident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery ManagementIncident Management ProcessesConfiguration ManagementAsset ManagementContinuous Service ImprovementOperational Risk ManagementReporting On SLAsCustomer Satisfaction MetricsAgile Delivery InteractionProblem Investigation

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationProactiveAdaptableStakeholder Liaison

Industry Keywords

Public SectorITSM FrameworksISO 20000Customer EscalationCommercial Proposals

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Manage provision of the Cross Domain Service for a Government customer
Manage the day-to-day service with a team of up to 10 TwinStream engineers
Act as the primary on-site TwinStream representative with customer teams and other suppliers
Oversee service delivery and continuous service improvement
Ensure timely incident response and oversee incident management processes
Investigate ongoing problems and agree mitigation actions
Ensure adherence to incident and problem management processes
Liaise with customer and supplier stakeholders to resolve issues
Plan and manage continuous deployments into customer environments and oversee service transition
Proactively manage operational risks, issues, treatment, and mitigation plans
Maintain configuration and asset management records at the customer site
Share product upgrade information with customer stakeholders
Provide regular reporting on managed service provision, SLAs, KPIs, exceptions, and customer satisfaction
Act as a customer escalation point
Align the managed service with customer processes and tooling
Identify and manage continuous service improvements
Support commercial proposals and negotiations
Identify and report commercial opportunities
Work with the agile delivery team to ensure seamless interaction between managed service provision and project delivery

Requirements

What you’ll need

Must have DV clearance
Eligibility for the required security clearance and successful completion of the relevant security screening and clearance process
Must meet UK Government residency and right-to-work requirements associated with the required clearance level
Experience of managed service provision into public sector customers
Strong written and verbal communication skills
Proactive and adaptable
Familiarity with ITSM frameworks such as ITIL and ISO 20000
Familiarity with Service Integration and Management (SIAM)

Benefits

Comp & perks

Pension plan with an 8% employer contribution
Comprehensive private medical healthcare including dental and optical care for you and your family
Learning and development support and autonomy to shape career growth
Flexible working
Electric vehicle leasing scheme through salary sacrifice
28 days annual leave plus bank holidays
Quarterly meetings, Christmas parties, and summer parties
Life assurance
Cycle-to-work scheme