Steria Job Description
JOB TITLE: Service Delivery Manager (Police Shared Business Services)
REPORTS TO: Cleveland Account Service Delivery Director
JOB FAMILY: Service Management
LEVEL: 4
DATE COMPLETED: March 2010
1. Job Purpose:
The Service Delivery Manager (Police Shared Business Services) will own and deliver large scale
(ABR > 10M€), high-value and complex services with medium levels of risk on the Cleveland Police
account. These services will include systems technical infrastructure, Business Process and IT service
Provision for the Help Desk Service, BPO Transactional Services, Business Partners Services and
ICT Support Services
2. Accountabilities:
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Supports business development activity, through leading the service shaping and business case
creation; including cost, commercial and contractual viability and identification of risk levels.
Actively participates in the sales campaigns to demonstrate delivery capability to Cleveland Police
and other Steria clients and potential prospects, including promoting Steria business process and
IT outsourcing services with clients and developing senior level relationships that are transferable
into sales opportunities.
Responsible for production and maintenance of detailed service definition, including scope and
deliverables for agreement with ‘client’ (may be internal or external).
Ensures that appropriate service delivery performance indicators are implemented in order to
monitor and measure the service delivery against contract/SLA and expectations, and to
demonstrate Steria’s achievements to the client.
Produces accurate forecasts of future performance and reports on variance against forecasts and
ensures delivery against target operating model.
Ensures that all services are delivered in accordance with agreed scope to meet the Cleveland
Police’s and Steria’s requirements in delivering to acceptance criteria, timescales, financial
measures, quality measures, standards, service levels and contractual arrangements including
change controls.
Ensures that the Steria teams and personnel are perceived by the Cleveland Police as offering
added value by adopting a proactive and innovative approach to continuous service improvement
and service evolution.
Ensures effective client engagement and stakeholder management during service (including subcontractor and partner management) and reports and escalates in a timely manner to both
Cleveland Police and Steria, initiating corrective action where required.
Ensures risk management plans are in place for service; actively identifies areas of risk, including
financial impact, and ensures robust management and mitigation of risk levels. Adheres to Steria’s
published Risk Management process.
To identify and manage risk in his/her business activities and take responsibility for reporting risks
in a timely, open and appropriate manner.
Utilises and champions agreed delivery methodology/ies and tools, including latest industry best
practice, such as ITIL or ISO/IEC20000, and Steria’s Service Management process framework.
Ensures compliance with Steria’s Business Management System requirements, including the
Contract Assurance and Delivery Operational Management processes.
Ensure that the service contributes to the quality of Steria service management capability and
knowledge base, by developing personal and team skills to the highest standard possible and
through participation in and contribution to the Steria BPO Delivery and Service Management
Communities.
Provide effective people management and leadership to the service team ensuring that team
members have effective performance management, have objectives set, are motivated and
developing their skills and experience.
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Completes assignment review with Cleveland Police at a maximum of six monthly intervals, and
internal contract status reviews and production of contract status reports as agreed with the
Cleveland Account Service Delivery Director.
Undertakes ‘external’ reviews of other services, acting as an independent reviewer, upon request.
3. Organisation:
The role will report to the Cleveland Account Service Delivery Director and will lead a large team of
professionals involved in service delivery.
4. Dimensions:
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Service Delivery Annual Business Revenue (ABR): £8.5m
May have commercial specific financial and/or quality objectives.
5. Knowledge, Skills and Experience:
Key: D=Desirable E=Essential
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BPO Service Delivery Management E
Managing TUPE staff (100+) to deliver better service E
Experience in delivering changed ways of working E
Experience of running a Service Improvement Programmes (SIP) to enhance BPO delivery E
Excellent Client facing skills for working in partnership with the client E
Sense of urgency with a can-do attitude E
Budget track record E
Understanding of service delivery models E
Experience of SLA reporting and Key Performance Indicators E
Experience in contract management E
Understanding of approaches to people-based change D
Experience on Business transformation programmes D
Experience of managing Customer Contact teams D
Policing or Criminal Justice experience D
Experience of delivering Business Transformation D
Understanding of delivery of Back-Office services D
Understanding of Steria delivery organization D
BPO services background D
Relevant Steria experience D