THE ROLE Key responsibilities The Service Delivery Manager is a vital role within Agilisys and this role will ensure the overall delivery commitments, aligned to Managed Services contrac tual commitments, are achieved. Specific duties Depending on the project, you will need to be comfortable doing the following: Managing the relationship within your accounts. Support, lead, and involvement in transitioning new services from projects to Business as Usual (BAU) through liaison with Service Transition teams. Ensure effective operating process and procedure documentation is in place and maintained to ensure customer reporting is accurate whilst managing customer expectations. Ensure contracted Service Level Agreements (SLAs) are achieved and client expectations are met (or exceeded). Build relationships with major clients, supporting the various Agilisys services for growth, whilst ensuring quality and profitability are performed to agreed SLAs. Attending or leading client Service Reviews to support the Service Directors covering customer performance, service improvements, quality, and processes. Own and drive service consistency within your customers and maintain an overall picture of the services under management for the client and how they interact with that service. In conjunction with the Service Director, stimulate & define requirements for additional services as part of an account development strategy. Help ensure that such services are professionally introduced & accepted. Own and proactively manage overall customer satisfaction, including the management of 3rd parties and suppliers under Agilisys direct control. Support the design and implementation of Service Reporting and process improvements to the Managed Services function including adoption of AI (Artificial Intelligence), greater automation, tooling and improved processes and increasing capabilities in technology. Support the corporate championing of future digital innovation across customers and services. Drive continual service improvement to ensure optimal future service delivery. Opportunity This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. As a Service Delivery Manager, you will have the opportunity to work with a diverse range of clients, driving service excellence and continuous improvement. ABOUT YOU The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essenti al to being successful in this role. The Ideal Candidate Minimum 1-3 years of service delivery management experience in large operations and clients. Knowledge of delivery to public sector organisations is highly desirable. Demonstrable evidence of capacity to operate and influence complex service delivery; managing and prioritising a high workload and multiple issues and tasks in a changing environment with tight deadlines. Has experience of, or exposure to, structural change or transformation programmes across departments whilst maintaining contract adherence, monitoring and reporting, and delivering value propositions. Managing customer stakeholders and delivery risks Certification in ITIL Service Management (minimum ITIL v3) Ability to work and collaborate effectively across multiple teams and stakeholder groups including cross-functional teams. Understanding of operational risk management, information security (ISO27001), and service compliance.

As a member of the Public Cloud team, you will be part of the wider Cloud Managed Services organisation managing infrastructure across various platforms for our customers. In the Public Cloud Engineer role your focus will be that of the Agilisys Public Cloud platforms within Azure. The role encourages involvement in the evolution of the platform through DevOps and tooling to automate routine processes. Specific Duties Support and act as SME for public cloud technologies on various projects as required. Monitor and manage incidents and requests through the corporate ITSM tool to ensure SLAs are met and progressed in a timely manner. Help produce and maintain technical documentation. Assist with provisioning/decommissioning of cloud resources following company best practices. Assist with configuration and management of patching for all customer and management workloads to ensure compliance against organisation policy. Assist with maintaining backup and AV / malware protection compliance in accordance with specified SLAs and KPIs. Assist with configuration and adherence to all capacity management processes. Assist with project related work where required Act as an escalation point for the Junior Public Cloud Engineers and support them in their development. Opportunity An opportunity for a Cloud Engineer to design, deploy and manage scalable cloud infrastructure, ensuring high availability and security. The role offers hands-on experience with cutting-edge cloud technologies and the chance to drive innovation and efficiency within the organization s cloud architecture. ABOUT YOU At least 3 years industry experience with relevant technologies and an industry qualification in public cloud technologies The Ideal Candidate: Experience & Knowledge: Azure cloud administration Azure networking (AFW, vWAN, Application Gateways, Load Balancers, etc) Azure Monitor / Backup / Update Management Azure Site Recovery ARM Templates Windows Server 2012 onwards Windows Domain administration (WSUS, DNS, AD, GPO) Backup technologies Antivirus technologies Linux system administration ITIL v4 Security clearance to MV/SC level to be completed upon application acceptance Knowledge of the following technologies are beneficial: PowerShell Python JSON SQL Skills: Strong organizational and time-management skills. Excellent communication and stakeholder management abilities. Analytical mindset with the ability to identify risks and opportunities. Ability to adapt and perform in dynamic, fast-paced environments. WHAT WE CAN OFFER YOU: This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. Education Assistance Program Employee Referral Program Medical Insurance including Accidental Cover Medical Reimbursement Life Insurance 24 days annual leave

Establish and maintain best practices, standards, and processes to ensure consistent project delivery and adherence to governance frameworks. Specific Duties Implement and enforce project governance methodologies and frameworks, ensuring adherence to established standards, procedures, and controls. Continuously monitor and evaluate compliance to mitigate risks and ensure project success. Collaborate closely with internal and client program managers to understand project requirements, objectives, and priorities. Build strong relationships with stakeholders and act as a trusted advisor, providing insights and recommendations on project management best practices. Establish robust tracking mechanisms to monitor project progress against key milestones and deliverables. Proactively identify risks, issues, and dependencies, and develop mitigation strategies to ensure timely and successful project completion. Drive change management initiatives to support project implementation, including communication plans, training materials, and stakeholder engagement strategies. Facilitate smooth transitions and minimize disruptions caused by project changes. Generate regular reports and analysis on project performance, highlighting key metrics, risks, and opportunities. Provide accurate and timely information to enable informed decision-making at all levels. ABOUT YOU Minimum of 5 years of experience in project management and a proven track record of strong project governance across large programmes in a professional services environment. The ideal candidate: Strong understanding of project management methodologies, tools, and techniques. Familiarity with Agile and Waterfall methodologies is desirable. Project Management Professional (PMP) or equivalent certification is a plus. Demonstrated ability to work across multiple projects with multiple project managers, providing guidance and best practices to develop structured and consistent project delivery alongside the project managers. Excellent interpersonal and communication skills to effectively engage with stakeholders at all levels. Strong English language skills will be required. Experienced with large scale transformation initiatives, including stakeholder analysis, communication planning, and training strategies. Ability to navigate through change and effectively manage resistance. Familiarity with Salesforce platform or Certinia PSA application is a plus. Strong analytical and problem-solving skills to identify risks, issues, and dependencies, and develop effective mitigation strategies. Proficiency in data analysis and reporting tools. Prior experience working closely with clients and managing client relationships. Ability to understand client requirements and translate them into actionable project plans. Strong attention to detail and commitment to achieving results. Working with Project and Programme Managers to deliver successful project outcomes. WHAT WE CAN OFFER YOU: This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. Benefits include: Enhanced Pension Scheme Health Insurance Life Assurance Access to exclusive discounts and offers through the company s Perks at Work scheme 25 days annual leave (with the option to buy more)