Service Delivery Manager

Position Name:

Service Delivery Manager
Permanent
Location: Remote + some travel to Civica and customer sites
Skills: ITIL, Service delivery, relationship management, forecasting/budgeting, service management

About Civica:
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

The Service Delivery Manager leads a portfolio of Civica Managed Services to maximise quality of Service and Customer satisfaction whilst ensuring that the Service is delivered successfully against SLA and within target cost and margin.

Responsibilities -

Successfully managing teams of Service Engineers to deliver Services against SLA, according to contract and within agreed target margin to the requisite Quality standards
Extensive customer engagement to ensure customer satisfaction is consistently met or exceeded
Regular monitoring and reporting against SLA targets to internal and customer stakeholders
Represent Civica at the client Service Review meetings
Ensuring customer feedback is requested regularly, improvements are identified to address deficiencies and that items that receive positive feedback are reinforced by the Service team

Skills / experience required -

Qualifications:
Certified Scrum Master
PRINCE2 Practitioners Certificate

Skills and Experience:
Experience of working for an IT Service Provider in an IT Service Delivery environment
Experience of customer relationship management
Experience of supplier relationship management
Knowledge and experience of working in an ITIL aligned environment
Experience of forecasting and managing client invoicing on a Service/project
Experience of Service adoption / transition of Services
Experience of preparing content and pricing for enhancements and renewals
An excellent people manager and experience of matrix management
An excellent communicator both written and oral
Someone with strong organisational and planning skills
Resilient, and able to manage under pressure

Benefits
Benefits | Life at Civica:

Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.
Civica Foundation | Giving Culture:

We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.
Civica Culture | Work life balance and Blended working : Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.
Learning and Development | Growth Opportunities:

Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way!

Benefits
Employee Wellbeing:

Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of

Mental Health Champions

working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life.
Generous Leave Policy:

Civica allows you to take time off from work with generous leave benefits.
Rewards and Recognition:

We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.
Tenure Milestone Recognition:

We value and recognise the years of service of our people.
Employee-led Affinity Groups:

Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.
Days-of-Difference:

Every year Civica colleagues are encouraged to use up to three days of fully paid leave, to volunteer at a charity of their choice.

Civica Accolades:
‘Investors in People’ – Gold : We prioritise the development of our colleagues to match their ambition.
Great Place to Work: We are dedicated to create an outstanding employee experience.

Financial Times - Diversity Leader 2023 : We’re committed to maintaining an inclusive and supportive culture.
Top rated employer – Glassdoor:

Our average length of service is 9 years.
Societal Impact:

Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.
Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2023.
Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.
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