Service Delivery Manager

Available in:

Reports to: Delivery Manager

Job Level: Manager

Purpose / Overview:

The Service Delivery Manager assists in the direction and management of Support.  Manages and champions assigned areas of ownership across assigned clients and within Kainos as a whole.  Responsible for managing the delivery of a support service, and managing the client-relationship, across projects.  Works with Clients and the Sales team to drive out new opportunities and expand Kainos’ footprint within our account.  Manages a team including Client Service Managers, application support engineers and infrastructure engineers. 

Role Description:

  • Manages the interfaces between Kainos and clients; communicates regularly with the client to build relationships which will enhance business opportunities for Kainos.
  • Ensures regular reporting to clients and Kainos management; leads client service review meetings and internal support reviews.
  • Manages the financial aspects of projects including forecasting, reporting and invoicing.
  • Manages incident escalations – escalating within Kainos and third parties as appropriate.
  • Manages, appraises and mentors staff as appropriate.
  • Manages the team on a daily basis, ensuring effective deployment of skills and resources to ensure all service levels and client requirements are met or exceeded for their own projects.
  • Project manages development and services work as required ensuring project management standards and agile principles are applied.
  • Ensures all relevant standards and procedures are applied, including handover of live systems from development.
  • Leads in negotiating support contracts and service level agreements with clients, and third parties, ensuring ”win-wins”
  • Takes responsibility in devising and costing viable, winning solutions, working closely with the Kainos sales team.
  • Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times.
  • Assists in the future growth of Kainos by seeking, identifying and taking appropriate action on opportunities for additional business or increased efficiency.
  • Responsible for establishing, operating and ensuring adherence to business and service management process and procedures for assigned areas of the support service.

Required Experience:

  • Ideally 6 years’ experience working in a commercial IT environment, a thorough understanding of service management, with at least 2 years demonstrable success in a service management role.
  • Extensive experience of working closely with clients and demonstrable evidence of building sound client relationships.
  • Experience in negotiating Service Level Agreements, support contracts and 3rd party contracts.
  • Sound understanding and significant experience of the day-to-day management of service delivery.
  • Experience of handling change controls in support contracts and changes to the service baseline.
  • Excellent communication skills including formal presentations.
  • Sound commercial awareness and understanding of service management dynamics and the interaction with project delivery.
  • Sound understanding of and ability to drive areas of the support service business.
  • Experience of adhering to the disciplines and quality standards of service and project management, ideally with formal ITIL training.
  • Proven ability to manage and motivate team members and lead by example.
  • Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.
  • Ability to work to tight deadlines.
  • Demonstrable awareness of business and operational environments into which solutions have been delivered.
  • Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times.

Desirable Experience:

  • Experience of delivering Service Management within an Agile environment


  • Affable, credible and can communicate effectively with clients and colleagues.
  • Excellent team player capable of delivering results in less than perfect circumstances.
  • Capable of taking a cross project view in decision making.
  • Mature, non-confrontational style.
  • Quality focused.
  • Highly flexible (including willingness to work away from home base).
  • Articulate, enthusiastic, responsible, logical and thorough.
  • A positive "can do" attitude towards the technical and non-technical challenges facing Kainos and clients.

Other Information:

Kainos is a professional services organisation with clients spread across the globe and we deliver projects both from client site, and from our offices. While we will attempt to base you on projects near or at your contracted office location, you need to be willing to travel to client sites and spend time away during the week if it is required.


Given the range and nature of work that we carry out for our clients, all Kainos employees are required to possesses up to date security clearance (Basic Disclosure, Access NI etc), if you do not already possess this, you will be asked to apply for it prior to joining Kainos.

We’re an inclusive bunch at Kainos and we believe in equal opportunity. We welcome applications from all walks of life, including those with criminal records. Everyone who is offered a position here undergoes a background check, however no one is treated differently due to their background where it isn’t relevant to the role. It’s important to note – failure to reveal information which is relevant to the position sought, could result in us having to withdraw the conditional offer of employment.

In short: Having a criminal record will not exclude you from a career with Kainos. This depends entirely on the nature and requirements of the position, together with the circumstances and background of offences.