Service Delivery Manager-Field Services

What success looks like in this role:

The Service Delivery Support (SDS) Manager provides dedicated leadership and management of the Support team on the account. This role is responsible for the performance, development, and daily direction of a team of 8 specialist resources across service reporting, service level management, quality assurance, knowledge management, and national asset and logistics. The SDS Manager is Unisys' primary representative for service delivery performance across governance forums, holds a peer-level relationship with the client's designated governance stakeholder, and is accountable for driving contractual SLA compliance and the Continual Service Improvement (CSI) programme across the contract.

Team Leadership and People Management

• Provide day-to-day leadership, direction, and performance management for 8 specialist direct reports across five service delivery disciplines.
• Establish clear individual accountabilities, performance objectives, and development plans for each team member.
• Manage team capacity and workload allocation across reporting, SLA management, quality, knowledge, and asset functions.
• Lead team through headcount planning and any required restructure activity across the contract lifecycle.
• Foster a high-performance culture oriented around contractual compliance, continuous improvement, and client satisfaction.

Service Delivery Performance

• Own overall accountability for the Operations Support team's contribution to SLA and KPI performance across all 30 contractual performance measures.
• Ensure Service Level Manager and Reporting Lead are aligned in their outputs and that SLA data, breach management, and performance reporting are accurate, timely, and client-ready.
• Act as the escalation point for service delivery performance issues within the Operations Support team.
• Ensure quality, knowledge, and asset management functions are operating to the standard required by the contract and the SIAM framework.

Client Governance and Stakeholder Engagement

• Represent Unisys at governance forums including the Service Review Meeting, Improvement Initiatives Meeting, and Risk and Issues governance.
• Present SLA and KPI performance outcomes to client stakeholders, own the service improvement narrative, and respond directly to stakeholder.
• Maintain a peer-level relationship with the client's designated governance stakeholder, who holds responsibility for continuous improvement, quality assurance, and operational support.
• Provide regular briefings and reporting to the Field Services Director - AP on team performance, client relationship status, and emerging risks.

SIAM Ecosystem Engagement

• Represent Unisys within multi-vendor SIAM ecosystem as the accountable lead for Operations Support.
• Ensure Unisys' service delivery processes integrate with and comply with SIAM Service Provider requirements and mandated governance processes.
• Manage handoff points and process interfaces with other Service Providers in the Multi-Vendor Ecosystem.
• Ensure all process compliance obligations, audit trail requirements, and SIAM reporting are met.

Continual Service Improvement (CSI)

• Lead the CSI programme under PM-1-30, which is scored quarterly by client on a 1-5 scale and attracts financial incentives at the highest performance band.
• Develop structured improvement proposals with business cases that demonstrate efficiency gains, cost savings, and service uplift targeting a sustained score of 4 or above.
• Translate performance data into credible, insight-driven improvement initiatives for client consideration.
• Monitor and report on the progress of approved improvement initiatives through to completion.

Process and Practice Ownership

• Own the service delivery practice framework across the Operations Support team, ensuring consistency, compliance, and alignment with ITIL v4 principles.
• Ensure quality assurance, knowledge management, and asset management functions are operating to defined standards and are continuously improving.
• Work with the Field Services Director and RDMs to ensure consistent SM process execution across all 8 delivery regions.

You will be successful in this role if you have:

• NV1 security AGSVA clearance is mandatory.
• NV2 preferred.
• 7+ years' experience in IT service management roles within large managed services or government ICT environments.
• Ability to interpret and critically challenge complex SLA/KPI dashboards and reporting(PowerBI) outputs.
• Must translate data into executive-level insight.
• Must not need to build reports will be highly regarded.

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