Recruitment Pack

Service Delivery Manager

Welcome to Incremental

The Role

The Interview Process

Careers Hub

Welcome

Welcome to your Incremental candidate journey. This pack provides information relating to Incremental Group and our recruitment process, equipping you with all the information you need in advance of your interview.

NEW: Careers Hub

To begin, let’s find out more about what it’s like to work for Incremental Group by clicking the link below.

Our Careers Hub has been designed to showcase; what it’s like to be an Incrementalist, company benefits, current vacancies, diversity and inclusion, and an introduction to the Talent Team.

Visit the hub »

Services

Business Applications

Cloud

Digital Transformation

Application Development

Data Analytics

Sector overview

Incremental operates across a number of sectors. These include:

Financial Services

Not for Profit

Energy

Professional Services

Manufacturing

Public Sector

Locations

Incremental has offices in the following locations:

Glasgow

Aberdeen

Manchester

London

Surrey

Sofia

Pune

Hybrid

Business Unit Director - ERP

Rob Jones | Business Unit Director – ERP

As ERP Business Unit Director, Rob is responsible for the business unit’s overall performance. This includes driving the business unit forward in terms of customer delivery, product strategy, its Microsoft partnership and capability development.

Rob is a focused leader recognised for delivering superior results in the world of ERP system selection, implementation and strategy.

With over 25 years’ experience across a broad range of sectors and applications, Rob has a proven track record of leading customer engagements from initial contact, all the way through to successful program delivery and managed service.

Rob leads Incremental’s ERP business unit with a clear focus on maximising customer satisfaction by achieving delineated program objectives against defined timeframes and budgets.

The Role

Service Delivery Manager

Incremental Group is a high growth digital technology business and part of Telefonica Tech UK&I. We have a fantastic opportunity for a Service Delivery Manager to join our busy Service Management team.

This role is perfect for someone with relevant service delivery experience, who has excellent client-facing and internal communication skills.

The main responsibility of the Service Delivery Manager is to ensure that assigned support and managed service contracts are in line with established KPIs and SLAs.

Managing and nurturing relationships with customers and other relevant stakeholders is imperative to this role, with the quality of delivery aligned to customer expectations and high satisfaction levels.

Primary accountabilities

  • Manage changes in contract scope, schedules, and costs
  • Coordinate internal resources and third parties/vendors to ensure successful service delivery
  • Develop detailed Service Delivery reporting to track and manage both operational and financial performance, using established tools and processes e.g. PowerBI/JIRA
  • Financial management – ensure cost to deliver is tracked and managed
  • Deliver RAG reports for each contract via agreed channels to establish timelines
  • Minimise unrecoverable effort against each contract
  • Maintain profitability of each contract against GM
  • Escalate to management where risks to successful delivery and/or financial performance is identified
  • Define and maintain a risk register for each contract
  • Define and maintain a Service Improvement plan for each contract
  • Lead service reviews with customers to an agreed schedule
  • Proactive engagement in pre-sales activity, including composing and pricing managed service contract proposals.

About you

As the Service Delivery Manager, you will work well independently and as part of the wider team. You will demonstrate great leadership and decision-making ability, have excellent communication and listening skills, and show a willingness to learn and to share knowledge.

Scope of relevant professional skills required:

  • IT Service Management (ITSM)
  • Experience working with different service management tools
  • Strong working knowledge of ITIL – certification to v3 foundation level required
  • Process and procedures skills – including the ability to define and apply a process driven approach to delivery, that is iterative and improves delivery
  • Strong negotiation skills regarding; contract scope, pricing models and the use of resources
  • Commercial acumen – to enable financial profiling and management of customer contracts and their relationship to the wider business

What we offer you

At Incremental we value everyone’s contribution, with all Incrementalists being empowered to discuss, then decide and do.

This is a fantastic opportunity to join a growing digital technology business where the people and our culture is at the heart of what we do. We will invest in your career through our L&D programme, offering the training and support needed to excel in this role.

Benefits

We set ourselves stretching standards and always take our work seriously however we are proud to have and promote flexible working and a healthy work life balance in a relaxed working environment. Company benefits include but are not limited to income security, private medical cover, 34 days’ holiday, a 6.5% contributory pension scheme, critical illness, and life assurance.

Location: Glasgow or Inverurie or Manchester currently home based with ongoing flexibilityReports to Head of Operations

The Interview Process

Incremental use a 2-stage interview process. Due to hybrid-working, interviews will be conducted either face-to-face, or virtually over Microsoft Teams.

If you are unfamiliar with Microsoft Teams, please contact us recruitment@incrementalgroup.co.uk for a pre-interview trial.

Structure of the interview

To provide you with the best opportunity to demonstrate your skills, abilities and best fit for Incremental, and for you to assess what Incremental can provide for you as an employer, you will be invited to meet with at least two members of the Incremental team during the process and complete a number of components over the course of the 2-stage interview process:

Stage 1

  • Introduction to Incremental and by you;
  • CV journey and experience;
  • Competency based questions;
  • Psychometric assessment;
  • Q&A.

Stage 2

  • Further discussion on experience;
  • Presentation/Task; and
  • Q&A.

To ensure fairness and equality during the interview process, stages of the interview are scored.

CV journey and experience

The interview will be conducted by two members of the Incremental team and will include:

  • A review of your CV and accomplishments to date;
  • Discussion around previous roles, companies who you have been employed by, plus any gaps; and
  • A dive into experience relevant to the role you have applied for.

Competency based questions

One of the tools used in our interview process is competency based questions (also known as structured, behavioural or situational questions). These questions are designed to test one or more of your skills or competencies. The interviewers ask all candidates the same questions, each focusing on a specific skill, and your answers will be compared against pre-determined criteria and marked accordingly.

To be successful in responding to competency-based questions, follow the STAR method. The STAR format is a simple, structured technique to help you answer scenario-based questions and should help you share the right amount of information. It is designed to help you consider your answer in more depth.

Psychometric assessment

In advance of your first interview you will be asked to complete a psychometric test online with our partner, Thrive. This assessment is made up of a series of multiple-choice questions, which will relate to certain traits of your personality or behaviours. The assessment takes around 30min to complete and denotes the stable and enduring characteristics that distinguish you from other people and make you unique. Upon completion of the assessment, you will receive a graded report as will the interviewers, with the outputs being discussed in the interviews.

The outcome

After each stage of interview, you will be informed of next steps. In the event that you are invited to a second interview, this will again be with two members of the team and will explore the areas covered in the first interview in more depth.

In the event that you are unsuccessful, you will received feedback in a timely manner once all interviews have concluded.

Task

Following a successful first interview, you are required to prepare a presentation on a topic relevant to the role. This will be provided prior to interview.

  • Presentation theme: Making a positive impact in a new role.
  • Base material: Role description.
  • Scope: Present your approach to ensuring success in the role. You should articulate what you believe to be measures of success, your approach to delivering them and any potential barriers to success, based on previous experience.
  • Time: 30 minutes followed by Q&A.
  • Format: PowerPoint.

The offer

If you are successful at interview, you will receive an offer of employment. This will take the form of a conversation, followed by written confirmation in an offer letter. At this stage, we will seek references from at least two former employers. Where this is not possible, we will seek references relating to your character. Please note that an inability to achieve suitable references may impact the offer of employment.

We wish you success in your application. Should you have any questions, please contact us by email at recruitment@incrementalgroup.co.uk, by calling 0345 565 3000 or completing the form below. Talent Acquisition teamIncremental Group