The posting
About Us
In 2019, the founders were working as engineers solving complex cross-domain problems within government organisations.
TwinStream was formed to bring together their collective expertise and experience into a single business, focused on delivering technical excellence and high-quality service to clients.
Since then, the company has grown to over 100 team members across the UK, with colleagues working both on-site with clients, hybrid and remotely from home.
Details:
Salary: £80,000 - £110,000 DOE
Location: 4 days onsite in Cheltenham
Eligibility Requirements: Must have DV clearance.
About the role
The Service Manager will be responsible for managing the provision of the Cross Domain Service for a Government customer. Working at the customer site with a team of up to 10 TwinStream engineers, the Service Manager will be responsible for the day-to-day management of the service. The Service Manager will be the primary on-site TwinStream representative working with customer teams and other suppliers to oversee the delivery of the service and deliver continuous service improvement.
Responsibilities
- Manage a team of up to 10 engineers to support the cross-domain system.
- Ensure timely response to incidents and oversee incident management processes.
- Ensure appropriate investigation into ongoing problems and agree suitable mitigation actions.
- Ensure adherence to TwinStream and customer specific incident and problem management processes.
- Liaise with customer and other supplier stakeholders to manage and resolve issues.
- Work collaboratively with the TwinStream delivery teams to plan and manage continuous deployments into the customer environments, responsible for effective service transition.
- Proactive management of operational risks and issues, working in collaboration with the TwinStream delivery team on treatment and mitigation plans.
- Ensure configuration and asset management records at maintained at the customer site and adherence to TwinStream and customer processes.
- Share product upgrade information with customer stakeholders to enable them to take advantage of new features and capabilities.
- Provide regular reporting to customers on the provision of the managed service, including providing reports on adherence to, or exceptions to, commercial commitments (SLAs, KPIs etc.)
- Provide regular reporting on customer satisfaction, including providing proposals for how any dissatisfaction will be addressed.
- Act as a point of escalation for customers.
- Work closely with customer stakeholders on an ongoing basis to ensure that TwinStream’s managed service aligns into their own processes and tooling effectively and efficiently.
- Identify, plan and manage continuous service improvements.
- Support the TwinStream delivery team with commercial proposals and negotiations as required.
- Identify and report commercial opportunities to the TwinStream delivery team and commercial stakeholders.
- Work collaboratively with the TwinStream agile delivery team to ensure seamless interaction between managed service provision and project delivery.
Key Skills
- Experience of managed service provision into public sector customers
- Strong written and verbal communicator
- Proactive
- Adaptable
- Familiarity with ITSM frameworks such as ITIL and ISO 20000
- Familiarity with Service Integration and Management (SIAM)
- Must have DV clearance
There are many great reasons to join our team!
Pension Plan
Secure your future with our competitive pension plan that offers an 8% employer contribution.
Private Medical Healthcare
Your health and well-being are our top priorities. Enjoy comprehensive private medical healthcare, which includes dental and optical care for you and your family.
Learning and Development
Your career is in your hands. We empower you to take charge of your own development, giving you the autonomy to shape your growth.
Flexible Working
We understand the importance of balancing work and life. Flexibility is not just a policy for us; it is part of our culture. We are passionate about helping you seamlessly integrate work with your home life.
Electric Vehicle Scheme
Drive sustainability forward with our electric vehicle leasing scheme. You can take advantage of this initiative through a convenient salary sacrifice program.
Holidays
Enjoy annual leave of 28 days, plus bank holidays, allowing you to recharge and spend time on what matters most.
Team Events
We love celebrating our achievements! In addition to our quarterly meetings, you can look forward to our Christmas and summer parties—opportunities to relax, reflect, and have fun as a team.
Additional Benefits
We provide life assurance for your peace of mind and a cycle-to-work scheme to support your health and sustainability goals.
Diversity & Inclusion
We’re committed to building a diverse and inclusive workplace. We welcome applications from people of all backgrounds, experiences, and identities.
If you need any adjustments during the recruitment process, please let us know. We’re here to support you
Further Information:
Due to the nature of the work and the sectors we support, any offer of employment will be subject to the successful completion of the relevant security screening and clearance process.
This role requires eligibility for [BPSS / SC / DV] clearance. As part of the vetting process, candidates must meet the UK Government's residency and right-to-work requirements associated with the required level of clearance.
