Service Delivery Manager

ELEXON - London, United Kingdom

Posted 803 days ago
  • Experience
    Mid-Senior level
  • Job function
    Project Management, Information Technology, Purchasing
  • Employment type
  • Industry
    Utilities, Computer & Network Security, Information Technology and Services
  • Job ID

This is a preview of the Service Delivery Manager job at ELEXON. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

The Service Delivery Manager is responsible for the performance of BPO and Market monitoring outsourced services; ensuring service levels are adhered to for internal and external stakeholders and managing the operational relationship with National Grid.  The Service Delivery Manager ensures that stakeholder expectations are met; and incidents and problems are managed and resolved in an effective and efficient manner.  


The service delivery disciplines that the Service Delivery Manager will be responsible for are: 


Service Delivery

  • Service Level Management
  • Continual Service Improvement

Service Support

  • Incident Management
  • Change Management
  • Problem Management
  • Service Desk Management

The successful individual will:

  • Establish and maintain good stakeholder relationships
  • Monitor stakeholder satisfaction levels, respond to stakeholder queries and complaints, escalating when necessary and ensuring that corrective actionis are taken by the delivery organisations 
  • Ensure services are delivered in accordance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
  • Provide advice, support and guidance on operational matters concerning the provision of BPO service
  • Ensure that outsourced services operates to ITIL best practice
  • Act as a liaison with the business for innovations
  • Chair service delivery meetings which facilitate the working relationships with Service Providers
  • Chair the Service Management Forum
  • Ensure the identification and resolution of issues relating to services as specified in key contracts
  • Participate in (or lead) department or cross-company projects/initiatives
  • Develop and implement appropriate knowledge management systems
  • Coach other team members and act as deputy for Service Manager

Desired Skills and Experience

An individual who would be successful in this role would have:

  • A minimum of 2- 5 years’ experience in a Service Delivery /Service Management role 
  • Experience of managing a team within a Service Delivery environment
  • Foundation level understanding of Project Management.  
  • Proven understanding of the Change Management process and best practices for the support and delivery of outsourced services 
  • Excellent reporting and documentation skills
  • Either have or be prepared to acquire a good understanding of the GB electricity market trading arrangements
  • Be a Strategic Thinker
  • Be a Self-Starter with a real ‘can do’ attitude
  • Driven, Passionate and enthusiastic
  • Delivers results
  • Strong commercial acumen
  • ITIL Certification (minimum foundation level)
  • Demonstrable evidence of influencing positive change within a Service Delivery environment
  • Ability to lead teams effectively both through structured coaching and delivering by example
  • Thorough knowledge of Service Delivery and Service Support functions including a good working knowledge of ITIL best practices and customer service
  • Excellent written and verbal communication skills

About this company


ELEXON delivers the Balancing and Settlement Code (BSC); our services are critical to the successful operation of Great Britain’s electricity trading arrangements. We handle almost £1.5 billion of our customers’ funds each year and interact with over 200 companies in the electricity industry. They, in turn, supply over 28 million customers


As part of our role in ensuring that residential and business electricity settlement happens seamlessly, we are experts in procuring and managing contracts for the systems and processes we manage. We’ve implemented and developed one of Great Britain’s largest energy industry codes, and continue to handle its day-to-day governance. We also enforce performance standards, targets and other obligations so our customers have confidence that the BSC works efficiently and fairly.

Over the past 10 years, we’ve managed extensive industry change: developing and introducing the NETA arrangements and rolling out the Balancing and Settlement Code into the Scottish market in 2005 (BETTA). We regularly review and re-procure our large contracts (worth over £226 million altogether), and constantly update the BSC. We are now perfectly placed to help the industry meet the challenges that it faces.


ELEXON is an equal opportunity employer and will consider applications from all.  However, we will only be able to consider applications from individuals who have the right to work in the UK.

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