Service Manager

PA Consulting

Location: Bristol City

Job Type: Full time


Company Description

About us

We believe in the power of ingenuity to build a positive human future.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are over 4000 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists.

We operate globally from offices across the UK, US, Netherlands and Nordics.

PA. Bringing Ingenuity to Life.

Job Description

Become part of the Team

As part of our South West Digital team, you’ll work alongside colleagues from across PA ensuring processes and practices are put in place to enhance our clients applications and systems ensuring they can perform their daily work on optimised, secure systems while in parallel continuously improving the service, both from a minor feature and service improvement perspective, including the implementation of change to reduce/prevent specific issues, automate processes and improve overall service stability.

The Role

The Service Delivery Manager’s role at PA is to be responsible for maintaining & improving the services that we support to maintain client satisfaction. You will ensure that issues are addressed within defined SLA’s; continually look for opportunities to improve our services and report metrics on service performance on a monthly basis.

You’ll be fully client-facing, harnessing the metrics coming from the teams, both to help teams improve their throughput and to inform clients and others about how the services are performing. You’ll be experienced at service delivery, breaking down barriers for your team, co-ordinating efforts when high priority issues are raised, developing client relationships and getting into the detail to make things happen.

Key responsibilities

  • Contribute to the Incident Management, Service Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Drive continuous service improvement within the account.
  • Forge strong, productive, and collaborative relationships across the account and within PA.
  • Set an example of what great Service Delivery Management looks like, ensuring quality and attention to detail is embedded throughout our work.
  • Make timely decisions, communicate them clearly and action them swiftly.
  • Provide a focus for SLA management and customer satisfaction across the account.
  • Report performance metrics on a monthly basis to Senior Management within the account.

Flexible working - We are guided by our client work and needs; however, you have autonomy to manage your time and diary to suit your work/life balance.


Leadership Skills

  • Be visible to your teams and our clients, and regularly undertake activities to engage and build trust with the team, the client, and the stakeholders.
  • Strong leadership skills to motivate and lead teams effectively and get the best out of people by giving enthusiastic and encouraging messages on priorities, objectives and expectations.

Communication Skills

  • Maintain clear, calm communication in challenging circumstances, encourage others to do the same and lead by example.
  • Use your effective communication skills within the team and client to resolve issues.

Collaboration and Partnering Skills

  • Effectively manage team dynamics when working across disciplines and other boundaries
  • Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff.
  • Actively participate in the wider Delivery Management Capability, sharing and re-applying skills and knowledge and bringing in best practice

Specialist Skills and Requirements

  • Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.
  • Knowledge of the ITIL framework desirable
  • Demonstrable commercial acumen, with excellent written and numerical skills. You will be experienced in writing Statements of Work, project approaches and proposals.
  • Experience in running technical/engineering projects and organising teams for Agile delivery, with rapid, iterative delivery using modern digital practices.

We know the skill-gap and ‘somewhat need to tick every box’ can get in the way of meeting brilliant candidates, so please don’t hesitate to apply – we’d love to hear from you.

Apply today by completing our online application

Additional Information

Life At PA encompasses our peoples' experience at PA. It's about how we enrich peoples’ working lives by giving them access to unique people and growth opportunities and purpose led meaningful work.

We believe diversity fuels ingenuity. Diversity of thought brings exciting perspectives; diversity of experience brings a wealth of knowledge, and diversity of skills brings the tools we need. When we bring people together with diverse backgrounds, identities, and minds, embracing that difference through an inclusive culture where our people thrive; we unleash the power of diversity – bringing ingenuity to life.

Find out more about Life at PA here.

We are dedicated to supporting the physical, emotional, social and financial well-being of our people. Check out some of our extensive benefits:

  • Health and lifestyle perks accompanying private healthcare for you and your family
  • 25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days
  • Generous company pension scheme
  • Opportunity to get involved with community and charity-based initiatives
  • Annual performance-based bonus
  • PA share ownership
  • Tax efficient benefits (cycle to work, give as you earn)

We recruit, retain, reward and develop our people based solely on their abilities and contributions and without reference to their age, background, disability, genetic information, parental or family status, religion or belief, race, ethnicity, nationality, sex, sexual orientation, gender identity (or expression), political belief veteran status, or other by any other range of human difference brought about by identity and experience. We are on a journey towards ensuring our workforce is diverse at all levels and that our firm is representative of the world around us. We welcome applications from underrepresented groups.

Adjustments or accommodations - Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.