Service Delivery Manager

Simpson Associates transforms raw data into actionable insights that drive positive change.

Our Microsoft data expertise, our specialist sector knowledge, plus our innovative and trusted advice and guidance are just some of the reasons clients choose to work with us.

Our mission is to help purpose-led organisations from within the public and private sectors to harness data as a lever for change and enable them to realise business value more quickly. We provide the full range of services to support organisations on their data transformation journey. From advisory support and data strategy, to developing Data & AI solutions, right through to providing a range of managed services.

We are a Microsoft Solutions Partner, holding the Analytics on Microsoft Azure Specialisation and the Migrate Enterprise Applications to Microsoft Azure Specialisation, as well as Solutions Partner designations in Data & AI (Azure); Digital & App Innovation (Azure); and Infrastructure (Azure).

But it's not just about the badges. We are proud to be recognised as the winner of the 2024 Microsoft Community Response Partner of the Year award, reflecting our dedication to using technology for positive change. We are also a Databricks partner, and an IBM Gold Partner, specialising in Cognos Analytics and Planning Analytics.

With offices in York and Sheffield and a team-based throughout the UK – we champion creativity, innovation and collaboration in the workplace.

The Role

We are looking for an experienced Service Delivery Manager. The Service Delivery Manager role will primarily work across all designed accounts / clients in the Simpson Associated Managed Services Portfolio. The opportunity within this role to not only secure an exceptional standard of delivery utilising the ITL framework, but to support implementation of new processes and approaches in the Managed Services team and wider, improving our overall quality of delivery and customer experience.

Key Responsibilities

• Oversee the delivery of Managed Services, ensuring that they meet agreed-upon

standards and service levels.

• Develop and implement service delivery strategies, policies, and procedures using

Industry Standard practices and aligned to ITIL

• Monitor and report on Managed service performance, analysing key metrics to identify

areas for improvement.

• Service Transition – defining newly developed services from Project / design teams to in-life support
• Act as the operational point of contact managing their expectations and ensuring high levels

of customer satisfaction.

• Regularly engage with client to understand their needs and address any issues or concerns.

Develop and maintain strong relationships with key stakeholders.

• Lead and manage the Manage Service delivery team in a Matrix environment, including

support staff and other technical personnel.

• Working in conjunction with line managers and individuals, ensure that team members

have the necessary skills and training to perform their roles effectively.

• Conduct regular performance reviews and provide feedback to Customer Success

Manager and Head of Managed Services

• Work in tandem with the Customer Success Manager to ensure cross learning and

upskilling of both teams.

• Oversee the resolution of incidents and problems, ensuring that issues are resolved in a

timely and effective manner.

• Implement and manage processes for incident and problem management.

Coordinate with other internal and external teams to ensure smooth resolution of

complex issues.

• Oversee Root Cause Analysis and ensure this is built into standard processes
• Identify opportunities for improving the efficiency and effectiveness of service delivery.

Implement best practices and continuous improvement initiatives to enhance service

quality.

• Stay up-to-date with industry trends and developments to ensure that services remain

competitive.

• Ensure learnings and improvements related to delivery of the customer contracts are shared

across the wider Managed Service team, working with the Customer Success Manager to

identify potential improvements and support the implementation of these.

• Prepare regular reports on service performance, including metrics on service levels,

incidents, and customer satisfaction.

Maintain documentation related to service delivery processes, procedures, and policies.

Skills and Attributes Required

• 2/3 years+ experience in a Service Delivery Manager role

• Strong understanding of technical infrastructure, applications, and service delivery processes.

• Excellent Matrix team management skills.

• Strong problem-solving and decision-making abilities.

• Exceptional communication and interpersonal skills.

• Proficiency in using service management software and tools.

• ITIL Foundation or higher certification

Advantageous Qualifications and Skills

• Project Management Skills (Prince 2, Agile PM or equivalent).
• Experience of working in highly regulated Environments