Service Delivery Manager
10 days ago
Aberdeen
Compensation \n £55,000 – £65,000 Base (depending on experience) + Benefits \n \n TL;DR \n\n • Service Delivery Manager for an outcome-based cloud and platform managed service contract\n, • Fast-growing technology consultancy specialising in the energy sector\n, • Location - Aberdeen. Based on the customer’s site\n, • Accountable for SLA and KPI attainment, service governance and customer reporting on a single major contract\n, • Large hybrid multi-cloud estate — Azure, AVS, Arc, AVD/Citrix, OCI, AWS and Microsoft 365\n, • Baseline Disclosure Scotland check required\n, • ITIL certification expected\n, • Energy sector or critical-infrastructure experience a plus\n, • Background from a technology consultancy or managed service provider a plus\n, • Flexible working (we're very relaxed)\n\n \n Who are we? \n Hypercube Consulting is the leading technology partner for the energy sector. We're building a world-class team of technology experts with deep domain knowledge in all things energy. \n To understand more about who we are and what we do, visit our website here: Hypercube | AI for Energy \n \n Role purpose \n We're looking for a Service Delivery Manager to own the day-to-day running of a major cloud and platform managed service contract for an energy sector customer. \n \n This is an outcome-based service, not a body-shop. We are accountable for agreed service levels and outcomes across first-, second- and third-line support and patching. You are the named Service Delivery Manager: the single point of accountability for service governance, performance and escalation, and the person the customer looks to when something goes wrong. \n \n The estate is large and genuinely hybrid spanning two Microsoft Azure tenants, AVS, Arc-enabled servers including offshore compute nodes, Azure Virtual Desktop and Citrix, Oracle Cloud Infrastructure (OCI), AWS and Microsoft 365 tenant administration. Steady-state demand runs at several hundred real tickets a month alongside a monthly patching cycle. \n \n The service runs inside the customer's own ServiceNow platform and their ITIL-aligned incident, request and change processes. You won't be introducing our tooling — you'll be making our delivery work well inside theirs, and evidencing that it does. \n \n Day-to-day work involves running the service governance cadence, holding the delivery team to the service levels, producing the monthly service report and running the monthly service review and quarterly business review. You'll also own the continual service improvement plan and the efficiency and gainshare mechanism. \n \n You will act as a champion and subject matter expert for our service delivery ways of working across the business, helping to cross-skill and upskill others. \n You will also be involved in the outreach and knowledge sharing that Hypercube does. We strongly believe that giving back to the community is an important part of our purpose and the best way to learn. We will help you grow your brand through speaking, blogging, or other outreach methods should you wish. \n \n Accountabilities \n The primary accountability of this role is the successful delivery of the contract against its agreed outcomes and service levels. This covers: \n \n Service governance and performance \n\n • Act as the named Service Delivery Manager, accountable for service governance, performance reporting and escalation\n, • Own attainment of the contracted service levels and KPIs, including incident response and resolution SLAs, patch compliance, backup and restore success, DR test compliance and repeat incident rate\n, • Manage the service credit regime — track exposure, understand where performance is drifting, and act before credits are incurred\n, • Produce the monthly service report covering incident and request volumes, SLA and KPI attainment, patch compliance, change performance, backup performance, and trends and improvement actions\n, • Run the monthly service review and quarterly business review with the customer\n, • Operate the major incident process alongside the customer's Major Incident Manager, including stakeholder communications, post-incident review and problem record creation\n, • Own the operational documentation, run-books and knowledge-base articles produced under the service, and ensure they stay current\n\n \n Customer relationship and commercial \n\n • Maintain strong working relationships with customer stakeholders\n, • Manage the contract's commercial performance\n, • Own the efficiency and gainshare mechanism\n, • Effectively manage the scope of the service\n, • Assess customer feedback and use your creativity to establish, improve and refine the service\n, • Escalate to Hypercube management where the success of the contract is at risk\n, • Team and delivery\n, • Lead the contract delivery team, manage conflict, and ensure the team's processes and tasks are carried out efficiently\n, • Resource the service in full across core hours and 24×7 non-core cover for P1 and P2 incidents — own the rota, on-call arrangements and holiday planning. You are the escalation point when a major incident needs one\n, • Manage finances and budgets, and determine ways to reduce cost without sacrificing customer satisfaction or service levels\n, • Manage risks, actions, issues and decisions (RAID) for the contract\n, • Monitor progress and report on it via agreed channels and to established timelines\n, • Produce high-quality communications, documentation and presentations for colleagues and customers\n\n \n Change and continual improvement \n\n • Own the Handover to Support (HOTS) process for new or migrated services entering the managed service, including acceptance criteria and remediation plans where gaps exist\n, • Maintain and own the continual service improvement plan throughout the term\n, • Maintain a current exit plan and deliver an orderly, low-risk transition-out to the customer or a successor supplier at the end of the contract\n, • Support security and compliance obligations — least-privilege and just-in-time access, personnel screening and joiners/movers/leavers controls, and audit evidence for internal and external audits\n\n \n Requirements \n\n • Eligible to work in the UK\n, • Willing to undergo a Baseline Disclosure Scotland check as a condition of employment\n, • Able to attend the customer's Aberdeen office as required\n\n \n Technical skills \n We understand that this list is extensive — please apply if you fit some or only part of it. We're flexible and are mostly looking for bright people who can adapt as the role grows. We want to see the broadest range of possible candidates from a diverse mix of backgrounds. Technical skills are only part of the equation. \n \n Ideally, you will have hands-on experience with the following in a previous role: \n\n • Running a managed service against contracted SLAs and KPIs, ideally with service credits at risk\n, • Working with ITSM tooling — incident, request, change, problem and knowledge management, and how SLA clocks and hold reasons actually behave\n, • Strong working knowledge of ITIL — certification expected\n, • Major incident management and post-incident review in a 24×7 environment\n, • Enough technical literacy across cloud and infrastructure to hold a credible conversation with both engineers and customer architects — you don't need to be hands-on, but you need to know what you're reading\n, • Service reporting and data — pulling ticket and compliance data, spotting the trend, and presenting it honestly\n, • Excellent client-facing and internal communication skills, written and verbal\n, • Planning skills including the ability to define and fulfil tasks and schedules to an established business rhythm\n, • Negotiation — budgets, schedules, scope creep and the use of resources\n, • Commercial acumen as applied to the financial profile and management of contracts and their relationship to the wider business\n\n \n Additional experience with the following would be beneficial but not essential: \n\n • Fixed-price or outcome-based commercial models, and gainshare or savings-share mechanisms\n, • Patching operations at scale\n, • Backup and disaster recovery operations, restore testing and DR exercises\n, • Transition-in and transition-out of managed service contracts\n, • Microsoft Azure, Microsoft 365, OCI or AWS platform operations\n, • Agile frameworks such as Kanban or Scrum\n, • MS Office (esp. PowerPoint, Word and Excel), Azure DevOps, Jira\n\n \n Other desirable skills and experience \n\n • Experience within the energy sector or another regulated, safety-critical industry\n, • Experience supporting estates with an operational technology or offshore component\n, • Team management\n, • Leadership\n, • Conflict management\n, • Decision making\n, • Effective listening\n\n \n What's in it for you? \n Hypercube is a growing technology and software company that aims to bring in the best possible talent to solve the most interesting challenges for our customers. We're willing to do what it takes to secure the best possible people. We want to build a world-class team. \n \n This is a single, substantial contract to own end to end — you are not spread thinly across a portfolio. You'll have real autonomy over how the service runs, direct access to our existing team of experienced technology leaders and their wider network, and a genuine say in how we shape our managed service offering as we grow it. \n \n You'll also be helped to grow your own brand as you contribute to the outward-facing aspects of this business. \n \n Benefits \n\n • Pension\n, • Flexible working\n, • Events and community\n, • Private health insurance\n, • Health cash plan\n, • EV leasing scheme\n, • Training and events budget\n, • Mentorship programmes\n, • and more to come (we're exploring some cool stuff, watch this space)\n\n \n IMPORTANT!! \n Hypercube is committed to creating a diverse and inclusive employee environment which is as representative as possible of our society. All qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy/maternity, race, nationality, religion or belief, gender, and sexual orientation. \n \n Finally, we would consider part-time, condensed hours, job-share, and other flexible arrangements to secure the absolute best people. If in doubt, please ask, and we'll see how to make it work.
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