Service Delivery Manager

Cambridge Assessment
04 Apr 2018
18 Apr 2018
Contract Type
Full Time
Job Title: Service Delivery Manager
Contract: Permanent, Full Time
Salary: £46,600 - £62,900
Location: CambridgeThe role

The Service Delivery Manager is the key point of contact within Cambridge Assessment for all Business Units across all locations, both domestic and international, for all IT Services provided by Business Technology Services (BTS). The Service Delivery Manager has a mandate to establish a relationship between BTS and the Business Units, to increase the value realised from IT Services, assets, investments and capabilities.


Act as the “voice of the customer” for the Business and be the focal point for all communications by reducing to a minimum the business interaction with IT.

Provide formal Service Delivery Management in line with agreed SLAs, developing and maintaining improvement plans as necessary. Leadership of Service Improvement Plans (SIPs) and service planning of significant business events that require enhanced or adjusted Service Levels.

Be an active member of and contributor to the Service Authority governance process ensuring Service Designs are prepared and governed.

Work and collaborate with other governance streams to ensure they are aligned with Service Delivery Management activities.

About you

You will be the liaison between Business Technology Services and the Business Units and be acknowledged as a trusted advisor to the Business.

You will have significant knowledge in subject matters pertaining to both IT and the Business, and have a thorough understanding of B2B service delivery to identify current needs and envisage future business services.

You will have excellent stakeholder management experience and be able to demonstrate assertiveness to uphold the interests of Cambridge Assessment, even when under pressure from senior management.

You will be highly collaborative, display and promote positive behaviours, work with utmost integrity and commitment, balance process with flexibility and be absolutely focused on service delivery and customer satisfaction. You will be responsible for the orchestration of critical service events and the planning and designing of service solutions to meet business goals.

You will be expected to lead and matrix-manage staff. Critical to your success in this role will be effective stakeholder management and a clear focus on the business impact of the delivery of IT services.

Who we are

Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation.

This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.


In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual performance related bonus and increases (discretionary)
  • Enhanced maternity/paternity pay and childcare voucher scheme
  • Childcare vouchers
  • Employee discount and cash back scheme at 2,500 retailers
  • Cycle scheme
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.
Work/life balance is important to us here at Cambridge Assessment, and we offer all our colleagues a range of flexible working options, which suit both the business and the employee. So please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 15/04/2018 and interviews will be held on w/c 23/Apr/2018.

As a fair and equal employer, we want to make sure you have all the information you need about the job, so we always incorporate the job description into our ads. If you’re invited for interview, you’ll also receive that job description as a separate document.

In this spirit of transparency, if you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

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