service delivery manager

We're supporting our clients as they adapt to the unprecedented circumstances brought about by COVID-19. As a result, we're currently only recruiting for essential roles during this time. All interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.

It's important to note that most of our sites are now closed and employees are working remotely where they can. Where offices are required to stay open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity.

The welfare of our people is of paramount importance to us, and we're doing everything we can to keep our employees and customers safe during this time. Becoming a Supplier Service/Service Delivery Manager within SMART DCC - Manchester Based

About Smart DCC 

Smart DCC Limited (DCC), a wholly owned subsidiary of Capita plc, was awarded the Smart Meter Communication License by the Secretary of State for Energy and Climate Change on 23 September 2013. DCC is a special purpose vehicle created to carry out the Authorised Business of the License, which is primarily to establish and manage the smart metering communication service for Great Britain.

In 2016, DCC launched the data communications infrastructure to enable the nationwide rollout of 53 million electricity and gas smart meters by 2020. Smart meters represent a once in a generation opportunity to transform the energy industry. The rollout of smart meters will help consumers to better understand and manage their energy usage and to make better informed decisions about how they buy their energy. Accurate, near real-time information captured by smart meters will support the energy market in becoming more responsive, efficient and flexible.

The DCC smart meter communication service is a crucial enabler for the energy industry. The service will allow suppliers to install meters in every home and small business across Great Britain. Funded by the energy industry, the DCC network will connect smart meters to the business systems of energy suppliers, network operators and other authorised Users, such as third party intermediaries. It will offer a secure, consistent service for all energy suppliers and avoid the complexity and duplicated costs of energy suppliers procuring their own networks. It will provide the information that will enable Users to develop innovative new services and products.

In its role as programme and service integrator, DCC is responsible for designing and implementing new services which will form the platform for a transformed energy industry.

About the role:

We are actively seeking a highly skilled, experienced and motivated Supplier Service Manager for the opportunity to join one of the most talented and dynamic teams in the UK supporting this prestigious programme.

You will be onboarding new suppliers and bringing them into the DCC operations. You will also work closely with other functions within Operations and DCC teams to become a key figure in the DCC for delivering excellent customer service, managing our suppliers. This is an exciting role in a highly dynamic environment with a multi-layered systems landscape making the task of maintaining service integrity even more challenging.

You will have the ability to operate at a level that provides a strategic view across this complex landscape and have an appreciation of the technical aspects of the infrastructure and the experience to utilise automated and self-service interfaces to drive efficiency.

The Person we are looking for:

 • Experience of managing and leading review of operational supplier performance focusing on a 'better for less' approach. Support regular meetings to review performance and progress with major/strategic suppliers. Ensuring suppliers are adhering to their contractual obligations, KPI and SLA.
• ITIL Certified or equivalent experience
• Own and manage operational working relationships and delivery with a portfolio of key suppliers to ensure contractual commitments are delivered. Working across technology and delivery teams to ensure supplier performance is effective and efficient.
• To have a demonstrable track record of effective management of business-critical situations and the ability to effectively influence.
• A confident and decisive communicator who works well under pressure and is capable of delivering accurate information (in an appropriate context and at a desired level of detail) to Service Managers, Operational Staff, Senior Leadership Team and Government Departmental Stakeholders.
• Experience in applying service management tools and methods and the relevant approaches and frameworks such as ITILv3, with a proven track record of influencing outcomes from matrix managed environments and federated systems.
• To have demonstrable experience of Risk and Issue management and mitigation. Ability to identify, articulate and influence outcomes in pursuit of service excellence.
• A proven track record in the development, owning and driving of initiatives to provide continuous service improvements and cost reductions. 
• Proven ability to identify and resolve issues relating to services, systems, software and changes, as specified in the service provider contracts.
• Experience, exposure and accountability to manage commercial risk and contract management.
• Proven track record of being able to effectively manage all stakeholders, from 3rd party suppliers, internal support groups, internal leaders and customers.
• Excellent report writing and data manipulations skills are essential. Ability to translate complex technical issues into 'business' terms is key.
• Experience in effective Service Level Management driving behaviours that meet or exceed contracted requirements.
• Broad experience of end-to-end service lifecycle from Service Architecture, Design, Transition, early life support, live operations, service decommissioning.
• Experience and management of Service Continuity, DR invocation and Business Continuity. Strong understanding of Availability and Capacity Management and the ability to drive supplier behaviours to effectively manage.
• An ability to develop and build trusting open relationships using excellent stakeholder management skills.
• Ability to work with Account, Commercial Management and Procurement to optimise contractual agreements with a focus on better for less and compliance with contractual service obligations.

What's in it for you?

 • A competitive basic salary
• 25 days holiday (rising to 27) with the opportunity to buy extra leave
• Discretionary annual bonus / car allowance

What we hope you'll do next:

Looking to discover more? choose 'Apply now' to fill out our short application and send us your CV.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita's offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we're doing everything we can to keep our colleagues and customers safe during this time.

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.

 Proud member of the Disability Confident employer scheme 

 About Disability Confident 

 A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident. 

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