Service Delivery Manager (UK)

Position Title:  Service Delivery Manager (UK)

• General Role:                                Service Delivery Manager
• Responsible to:                             Managing Director 
• Located:                                         Working from home, U.K. 
• Working hours:                             Monday to Friday (40 hours per week) 

Exostar - The Company:       

Exostar’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly-regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.

Exostar - The Employer:

•  We believe in employee development: we promote internally and provide training and educational assistance
•  We provide a fun, engaged workplace, with social and community-building events
•  We offer comprehensive benefits and PTO plans

Job overview

The Service Delivery Manager will be a qualified Project Manager with proven experience from a cloud technology background.  The Service Delivery Manager is responsible for the tracking and reporting on a portfolio of projects whilst providing leadership oversight for our Engagement Managers and clients.  Typical duties include: 

•  Management and planning of internal and external (customer) projects. Including management of a portfolio of projects and supporting engagement managers
• Coordination of agile teams, assisting with resource scheduling and demand planning 
• Scoping client delivery and change work, including documentation of client facing statements of work and change requests
• Overseeing client reporting and billing functions, in partnership with finance business partners.

The successful candidate will have experience of working in agile development environments with an understanding of agile and lean delivery methods, including Scrum and Kanban.   

The Service Delivery Manager role requires individuals who can stay calm under pressure, work accurately with speed and are flexible, collaborative, well-organised and natural team leaders with strong interpersonal skills.    

Responsibilities 

Delivery management  

• Coordinate customer facing deliveries, in accordance to agreed budgets and timescales
• Support agile delivery teams in sizing and coordinating work, including project planning, resource and release scheduling
• Produce client status reports and attend client project meetings to represent our delivery teams
• Produce internal status reports and manage demand planning across teams, including the production of financial forecasts
•  Work with team leaders to manage resource allocations within a team and provide input to staff training plans and performance reviews
• Conduct annual appraisals
• Scope client delivery and change work, including coordination of impact assessments, change requests and contribution to statements of work, requests for information and other tender proposals
• Work as part of the Service Delivery team to agree standard operating procedures across functional units and introduce new processes to optimize the delivery of services to our clients. 

Finance 

•  Liaise with our customers and coordinate sign-off of change orders, contracts and purchase orders
•  Coordinate resource utilization in accordance to agreed budgets and timescales
•  Ensure staff time is correctly reported to support finance functions

Legal 

• Liaise with our customers and suppliers to coordinate contract reviews and amendments, in partnership with legal business partners. 

Management information 

• Prepare weekly and monthly management information as required
• Assist in the preparation of budgets and monitoring spend in accordance with budgets

Requirements

•  A passionate commitment to helping customers be successful
•  A minimum of 8 years of customer facing project engagement, consulting experience
•  A minimum of 8 years in projects and people management experience
•  Understanding of value drivers in recurring revenue business models and experience building business metrics
•  Excellent communication and presentation skills
•  Strong commercial experience
•  Motivational personality; the ability to inspire others and passion for continuous learning and innovation
•  A love for mentoring: you get excited when you help someone achieve their goals
•  Attention to detail
•  Must be a team player
•  Ability to self-motivate

Education

• Minimum education: Bachelors (4yr) degree in Business or related field preferred
• Proven experience of project and portfolio management, including industry project management qualifications

Exostar is an Equal Opportunities Employer.  The company provides equal employment opportunity to all applicants without regard to race, colour, religion, sex, national origin, age, marital status, disability status or genetic information.  Exostar is committed in providing equal employment opportunity for all person in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.