Title:

UPCOMING OPPORTUNITIES – DIGITAL OPERATIONS SERVICE DELIVERY MANAGER – REGISTER YOUR INTEREST

UPCOMING OPPORTUNITIES – DIGITAL OPERATIONS SERVICE DELIVERY MANAGER – REGISTER YOUR INTEREST

           

Location:                                Cumbria / Warrington

If you would like to be considered for a role supporting Sellafield PPP, please submit your CV and profile by clicking 'apply' against this requisition.

Your profile will be stored for consideration, and a KBR representative will be in touch when an appropriate opportunity becomes available.

Job Description: The role is part of the PPP Digital Operations Team who provide support to the Common Data Environment (CDE), a collection of circa 50 applications platformed on a hybrid public, private Microsoft Azure based cloud. The PPP Digital Operations Team is integrated into the wider Sellafield Enterprise Information Services Organisation sharing common processes, policies and tools.

As a Service Delivery Manager, you oversee the provision of Digital services to the PPP organisation ensuring PPP and our service Partners can provide excellent customer service and continually assess the quality of products and services.

You will be responsible for maintaining relationships with PPP Departments, Major Projects and other stakeholders who use Digital services. The role will require you to work closely with Sellafield ISO, its managed cloud service provider and other CDE resolver groups monitoring performance and supporting continuous improvement.

Role Responsibilities:

Main duties include:

The Service Delivery Manager will be responsible for:

Identifying improvement areas within Digital service delivery and operations and recommending ways to increase productivity and enhance the quality of outcomes.Support Digital service delivery and operations to take action to remediate poor performance and promote exceptional performance with the objective of continually improving service delivery.Proactively monitoring and measurement of service delivery and reporting against Service and Operational Level Agreements and Key Performance Indicators.

Specific: 

The post holder will be responsible for:

Chairing internal service review meetings covering performance, service improvements, quality and processes.Be accountable for the quality of Digital services and performance; ensuring future demand from growth and projects is understood and factored into strategic plans.Building partnerships and liaising with management to determine the services, delivery criteria, and solutions that may arise.Where necessary you will escalate issues to senior management for resolution or decision making where required.You will update senior stakeholders with the progress of issues and rectification of poor performance.Identify and instigate corrective actions or solutions to ensure Service Level targets are achieved.Ensure Digital assurance and governance policies, processes and procedures are followed when delivering Digital services.Use request fulfilment and incident management processes together with Service Now, an IT Service Management system used to record, manage and report on all aspects of IT service delivery.Support others within PPP Digital to collate Service Performance metrics and maintain key registers including updates to CMDB and DSL.Participate in service improvement by supporting preparation of analysis, reviews and reports.

Experience, Skills and Knowledge:

Essential:

Experience of Service Delivery Management in a medium to large enterprises with multiple services and providers.Experience of Service / Operational Level Agreements (SLA/OLA) management and reporting.Experience of Digital services performance reporting, service cost management and forecasting.Strong customer service, project management, and quality control skills.Ability to read or listen to users and accurately and succinctly identify the need or issue.Ability to oversee incident queues to ensure Service and Operational Level Agreements (SLA/OLA) are honoured.Very good interpersonal skills.A strong aptitude for problem-solving and attentiveness to details.  Information Technology Infrastructure Library (ITIL) qualification.Ability to work at pace and under pressure to deliver trusted analysis and information.

Preferred:

Experience of Service Now and ITIL practices including maintaining key registers.Excellent ability to use Excel, Word and PowerPoint to produce reports and presentations.

Due to the nature of our work and security requirements, KBR does not offer sponsorship.  We can only consider applicants with the right to live and work in the United Kingdom

We are an Equal Opportunities employer and strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic.  If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role.

If you would like to be considered for a role supporting Sellafield PPP, please submit your CV and profile by clicking 'apply' against this requisition.

Your profile will be stored for consideration, and a KBR representative will be in touch when an appropriate opportunity becomes available.

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