Service Delivery Manager

Job Title:                             Services Delivery Manager

Salary:                                  £ Neg

Department:                      Service Delivery

Responsible to:                Head of UK Service Delivery


Statement of Job Purpose

  • To provide support and development of the relationship between Proact UK and its customers, within a portfolio, throughout the lifecycle of any project delivery and managed service contracts.
  • To govern the delivery of contractual obligations and SLA achievement for aligned managed service customers.
  • To contribute positively to the achievement of Proact’s overall values and objectives.


Main Duties and Responsibilities


  1. To be responsible for the delivery of the managed services contracts during start up, through service commencement, and for the lifetime of the contracts.


  1. To own the relationship with and be the named primary contact for managed service customers in the aligned portfolio. To generate a relationship and trust with a customer that demonstrates you understand the service that should be delivered.


  1. To represent your customers within Proact UK; to drive change, service improvement and to manage risk to ensure a successful deliver of service within SLA.


  1. To contribute to the up-sell of additional services to the customer.


  1. To have an understanding of the agreed technical and service design in relation to the contracted services.


  1. To work alongside the allocated project manager, transition manager and technical implementation resources in the transition into production of the contracted services.


  1. To ensure conformance of service to the customer contract (reviewed on a monthly basis).


  1. To create and deliver regular service review reports, covering case statistics SLA adherence, technical reporting, trending, risk and service improvement actions.


  1. To host and chair regular service review meetings.


  1. To create and regularly review service documentation including, but not limited to, the Service Operations Manual, Change Templates, Service Improvement Plans and Disaster Recovery (DR) documentation.


  1. To schedule and support DR tests and Data Restore tests in line with the customer contract.


  1. To design and deploy a suitable monitoring framework for contracted service.


  1. To be the named contact for each customer in the aligned portfolio.


  1. To provide Capacity and Performance planning to both the customer and internal capacity planning processes.


  1. To input to incident resolution, problem investigation and change planning / review for aligned customers.


  1. To attend regular Change Advisory Board meetings, and other operational meetings as required by the Head of UK Service Delivery.


  1. To ensure regular operational checks and activities are scheduled and completed.


  1. To provide data and calculations for monthly billing processes, and to review completed billing schedules to ensure the customer is correctly billed for services.


  1. To review open incidents and problems on a weekly basis that effect customers, and ensure a resolution plan is in place to resolve these in an efficient manner.


  1. To work with customers to evolve and deliver new services to ensure the environments are supported and bring new business into the organisation.


  1. To contribute to the work of the Continual Service Improvement of managed services for customers.


  1. To take part in cross departmental working teams as required to meet organisational objectives.



Common Requirements for all Posts


  1. To work within the framework of Proact’s policies and procedures, ensuring that your work furthers the core values and objectives.


  1. To undertake Health and Safety duties and responsibilities appropriate to the post, at all times having regard to your own and others’ health and safety.


  1. To provide excellent customer and client care in dealings with staff, clients and members of the public.


  1. To contribute to the development of a professional working environment within Proact.


  1. To have a commitment to your own development and a willingness to undertake relevant training opportunities.


  1. To have a flexible approach to work in order to meet deadlines.


  1. To perform any other reasonable duties in consultation with your line manager.


  1. From time to time you may be required to undertake some cross site working.


This job description is a guide to the work you will initially be required to undertake.  It may be changed from time to time to meet changing circumstances. 

How far will you go as a Proactivist?

If you have what it takes to #BeAProactivist, how far you go is up to you.
To apply send your CV to