Job Vacancy Service Delivery Manager

The purpose as the Service Delivery Manager is to act as the “voice of the customer” for the Product Group and be the focal point for all communications by taking ownership of the relationships between Exam Technology Organisation and the Product Groups, to increase the value realised from IT Services

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

About the role

The Service Delivery Manager is the key point of contact within Cambridge University Press and Assessment for all Product Groups across all locations, both domestic and international, for all IT Services provided by the Technology team.  As the Service Delivery Manager, you'll establish a relationship between Exam Technology Organisation and the Product Groups, to increase the value realised from IT Services, assets, investments, and capabilities.

The position provides 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 customer events that require enhanced or adjusted Service Levels.

Is an active member of and contributor to the Service Authority governance process ensuring IT Services are prepared and governed, to work and collaborate with other governance streams to ensure they are aligned with Service Delivery Management activities.

About you

As the liaison between Technology and the Product Groups and be acknowledged as a trusted advisor to the Customer. You will have significant knowledge in subject matters pertaining to both IT and the Product Groups, and have a thorough understanding of B2B service delivery to identify current needs and envisage future services requiring IT.

With your excellent stakeholder management experience and be able to demonstrate assertiveness to uphold the interests of Cambridge University Press and 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 innovative planning and designing of service solutions to meet Customer goals.

You will be expected to lead and matrix-manage staff  and will be effective at stakeholder management, with a clear focus on the Customer impact of the delivery of IT services.

Rewards and benefits

 We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• Group personal pension scheme
• Discretionary annual bonus
• Life assurance up to 4 x annual salary
• Private medical and Permanent Health Insurance
• Green travel schemes
• 28 days annual leave plus bank holidays

We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.

Ready to pursue your potential? Apply now.

We review applications on an ongoing basis, with a closing date for all applications being 17th October  and interviews are scheduled to take place during or shortly after the campaign.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

Why join us

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.