Made Tech on cord

Made Tech

Senior Service Delivery Manager

External position
Hiring internally for Made Tech?
Consultancy · Software Development
Public sector technology delivery experts
Active
over 6 months ago
Posted
3 weeks ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Operations
Experience level: Senior, Lead
Core skills considered: Jira, Zendesk, Agile
Other skills considered: Stakeholder Management, Customer service, Communication software

Logistics

Base salary: £55K - £65K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life-saving services that support blue-light operations, to platforms that ensure the smooth running of government.


Key Responsibilities

  • Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes.
  • Manage your team's capacity and measure success against contractual commitments such as SLAs and KPIs.
  • Manage risks and issues that arise, providing regular reports to both internal and external stakeholders.
  • Identify ways to improve and contribute beyond day-to-day delivery. This could be by participating in COP or supporting recruitment.

Skills, Knowledge and Expertise

Don't worry - we don't expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies on your way to promotion.

Competencies and behaviours:

  • Ability to multi-task and confidently prioritise for yourself and others.
  • Expressing confidence when faced with challenging situations.
  • Make fast, sound decisions whilst under pressure.
  • Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring.
  • Solution focussed and outcome driven.

Service operations

  • Implement incident and problem management processes using best practice such as ITIL or Agile Service Management.
  • Coordinate and manage the resolution of major incidents and subsequent root cause analyses.
  • Champion governance, risk and engagement processes and be responsible for others following the processes.
  • Manage change using robust change management processes that prevent scope creep.
  • Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc.
  • Create, run and report on a service transition plan for onboarding a new service into a Managed Service team.
  • Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers.

Team leadership

  • Coordinate knowledge management across a multi-disciplinary team.
  • Support and manage competing priorities.
  • Proactively identify and progress service and product improvements balancing user needs and client strategy.
  • Take ownership of team rotas and manage availability for shift-based team members.
  • Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use.
  • Demonstrate encouragement of high performers, to support them towards successful promotions.
  • Provide regular feedback for team members and support them in producing development plans where appropriate.

Contract management

  • Adherence and management of contractual obligations, including SLA management.
  • Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT.
  • Collaborating with user-centred design and product teams to develop bespoke client focussed measures of value.
  • Manage team budget and capacity, and forecast upcoming workload.
  • Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders.
  • Ability to track and calculate service credits on an ongoing basis.

Client engagement

  • Confidently act as the primary point of contact for customer escalations.
  • Develop and maintain strong relationships with senior stakeholders.
  • Work and collaborate with senior stakeholders to initiate long-lasting change to deliver improvements.
  • Communicate effectively in both written and verbal communications.
  • Produce high-quality reports that consider the context of the clients' objectives.
  • Drives collaboration and breaks down barriers between conflicting views.
  • Demonstrate tact and diplomacy when managing key stakeholders, both client and internal, across all levels.

Community development

  • Support junior service delivery managers, who may not be in your core team, to develop and gain new skills.
  • Contribute to both Managed Service & Delivery Communities of practice.
  • Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech.
  • Leverage knowledge and experience in service management to showcase Made Tech's capabilities externally.

Company Benefits

Compensating you fairly:

Senior Service Delivery Manager at Made Tech
Position posted 3 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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