Service Delivery Manager
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Our purpose is to make great financial decision making a breeze for everyone, and that purpose drives us every day.
It's why we're on a mission to create an automated quoting engine, with the simplest of experiences, wrapped in a brand everyone loves!
We change lives by making it simple to switch and save money and that's why good things happen when you meerkat.
We'd love you to be part of our journey.
As the Service Delivery Manager you will manage the day-to-day delivery and evolution of Enterprise Services SaaS portfolio - championing value, service quality and effective supplier relationships to meet business and customer needs.
You'll play a key role in shaping and supporting Tech-wide supplier governance - ensuring alignment to 3rd Party Policy, and helping embed scalable, consistent practices across high-value and critical contracts.
Everyone is welcome.
We have a culture of creativity. We approach our work passionately, improve constantly and celebrate our wins at every turn. We are an inclusive workplace and our employees are comfortable bringing their authentic, whole selves to work. Everyone is welcome. Be you.
This means we're excited to hear from people with a range of skills, experiences and ideas. We don't expect you to tick all the boxes, but would love to hear what makes you great for this role.
Some of the great things you'll be doing:
• Provide day-to-day oversight and direction for Enterprise SaaS delivery - coordinating the work of Service Delivery Analysts to ensure effective supplier management and operational consistency.
• Coordinate and support the selection, onboarding and offboarding of SaaS suppliers, ensuring solutions are aligned to business priorities and deliver value
• Act as the escalation point for Service Delivery issues involving third-party suppliers, coordinating resolution with internal teams and external partners
• Manage governance activities for Enterprise SaaS suppliers, ensuring adherence to 3rd Party Supplier Management Policy and timely, high-quality completion of required actions
• Own and maintain risk governance processes for Service Delivery, ensuring controls are effective and aligned with CtM's risk appetite
• Champion continuous improvement in Service Delivery models and processes driving efficiency, value for money, and service quality
• Contribute to the evolution of supplier governance across the wider Tech estate, supporting the rollout of scalable frameworks and helping Tech supplier owners meet governance expectations
• Evaluate complex situations using multiple data sources and perspectives to inform decisions, challenge assumptions, and prioritise effectively
• Build strong, trusted relationships with internal stakeholders and suppliers to foster collaboration, accountability and shared outcomes
• Act as a role model for CtM's values, supporting a culture of knowledge sharing, continuous improvement, and customer focus
What we'd like to see from you:
Essential
• Experience of working with 3rd party suppliers for the provision of Technology Services
• Experience of working with SaaS or third-party Technology Services
• Very good working knowledge of service contract management
• Working knowledge of risk management/governance frameworks and operating control management
• Natural leader and motivator
• Proven ability to plan and manage team workload, ensuring effective prioritisation of medium-term activities
• Commercially astute
• Able to influence and engage with stakeholders at all levels
Desirable
• Budget forecasting and cost centre management
• Knowledge of IT service management and its application across a wide range of services
• Experience IT service implementation and a business change project environment
There's something for everyone.
We're a place of opportunity. You'll have the tools and autonomy to drive your own career, supported by a team of amazingly talented people.
And then there's our benefits. For us, it's not just about a competitive salary and hybrid working, we care about what matters to you. From a generous holiday allowance and private healthcare to an electric car scheme and paid development, wellbeing and CSR days, we've pretty much got you covered!
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