Service Delivery Manager

The role

As part of our Digital team, you’ll work alongside colleagues from across PA ensuring processes and practices are put in place to enhance our clients applications and systems ensuring they can perform their daily work on optimised systems while in parallel continuously improving the service, both from a minor feature and service improvement perspective, including the implementation of change to reduce/prevent specific issues, automate processes and improve overall service stability.

Leadership Skills

  • Be visible to your teams and our clients, and regularly undertake activities to engage and build trust with the team, the client and the stakeholders
  • Strong leadership skills in order to motivate and lead teams effectively and get the best out of people by giving enthusiastic and encouraging messages on priorities, objectives and expectations

Communication Skills

  • Maintain clear, calm communication in challenging circumstances, encourage others to do the same and lead by example
  • Use your strong communication skills within the team and client to resolve issues

Collaboration and Partnering Skills

  • Effectively manage team dynamics when working across disciplines and other boundaries
  • Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
  • Actively participate in the wider Delivery Management Capability, sharing and re-applying skills and knowledge and bringing in best practice

Specialist Skills and Requirements

  • Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.
  • Knowledge of the ITIL framework desirable
  • Demonstrable commercial acumen, with excellent written and numerical skills. You will be experienced in writing Statements of Work, project approaches and proposals
  • Experience in running technical/engineering projects and organising teams for Agile delivery, with rapid, iterative delivery using modern digital practices

At PA, we take an innovative approach to technology consulting. That’s why we only hire the most innovative thinkers. With a global network of FTSE 100 and Fortune 500 clients, we offer our consultants unrivalled opportunities for growth and give them the freedom they need to excel. Whether they’re interested in solving complex challenges, executing organisational change or inspiring unconstrained ideation, we offer them a place to carve out a lasting career. Employee-owned, award winning and highly ambitious, at PA we are a different kind of consultancy.

What we're looking for

The Service Delivery Manager’s role at PA is to be responsible for maintaining & improving the services that we support to maintain client satisfaction. You will ensure that issues are addressed within defined SLA’s; continually look for opportunities to improve our services and report metrics on service performance on a monthly basis.

You’ll be fully client-facing, harnessing the metrics coming from the teams, both to help teams improve their throughput and to inform clients and others about how the services are performing. You’ll be experienced at service delivery, breaking down barriers for your team, co-ordinating efforts when high priority issues are raised, developing client relationships and getting into the detail to make things happen.

Key responsibilities

  • Contribute to the Incident Management, Service Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Drive continuous service improvement within the account.
  • Forge strong, productive, and collaborative relationships across the account and within PA.
  • Set an example of what great Service Delivery Management looks like, ensuring quality and attention to detail is embedded throughout our work.
  • Make timely decisions, communicate them clearly and action them swiftly.
  • Provide a focus for SLA management and customer satisfaction across the account.
  • Report performance metrics on a monthly basis to Senior Management within the account.

About us

We believe in the power of ingenuity to build a positive human future in a technology-driven world. As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further and faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.

Bringing Ingenuity to Life.

The Delivery team

We build high-performing teams to scope, set up and lead engagements that deliver digital transformation, digital products and digital services; combining the best methodologies, people and conditions.

More about Delivery
Lauren Davies Delivery Lead

Lauren Davies

"No matter how busy we might be, in the Delivery team we always spare the time to come together to socialise, share knowledge, mentor, and ultimately develop our practice. With such varied backgrounds, different members sharing how they wouldovercome challenges is invaluable, and somethingI’ve not really experienced elsewhere."

Benefits

We all work best when we feel valued, supported and life feels balanced, so we got the folks who actually work here to design our benefits.

Looking after you and yours

Flexible healthcare plans just for you or your family. Depending on your office location, we offer a range of benefits including dental, eye tests, gym discounts, Cycle to Work, and more.

Finding work/life balance

Now, more than ever, we’re big on flexible working. Whatever the situation at the time, we’ll have an open discussion about what works for you. We’ve also enhanced our parental leave, so you can make more time for what really matters.

Taking a break

Because there’s more to life than just work… All our office locations have competitive annual leave allowances. You can also buy up to five extra days per year.

Personal growth

Learning never stops – it feeds the mind, expands our skills, and strengthens our team. We offer a range of ongoing internal and external training programmes covering everything you'll need to feed and grow your career ambitions.

Planning for the future

Don't worry, we offer all the sensible stuff, including a pension, life assurance, income protection schemes, and PA shares.

Giving back

Take advantage of our great Give as You Earn scheme, or why not volunteer up to three days a year for a charity close to your heart?

A home for everyone

Whether just starting out, or a practised hand, we have active and firm-wide support communities in place to help everyone get the support they need.

Find out more

Going further afield

With offices in countries across the globe, as a firm, we’re able to relocate folks who want to move – whether temporarily or permanently. Your starting location doesn’t have to be forever, as your career takes off.

Location

The base office for this role is Belfast. However, you may sometimes be required to work onsite at client offices, too. You can find out more about our offices and remote working approach on our Locations page.

Address

79 Chichester Street, Belfast, BT1 4JE

Transport links

Our office is right in the city centre, a few minutes' walk from several Translink Metro stops, Lanyon Place and Great Victoria Street train stations. There’s also lots of parking in the vicinity – the closest being Victoria Square right across the road.

Laganside bus station – 5 minutes walk
Europa bus station – 12 minutes walk
Lanyon Place – 8 minutes walk
Great Victoria Street – 13 minutes walk

Our offices