Service Delivery Manager

Our client is a leading organisation within the UK’s secure communications and cyber defence sector, supporting critical national infrastructure and delivering secure solutions to government and Defence customers worldwide. You’ll be joining a specialist team working across complex, security-focused programmes where reliability, service performance, and operational excellence are critical.

This role would suit someone with strong experience in customer-facing service management, solid ITIL knowledge (ideally V4), and a background in telecoms or managed services environments such as LAN, WAN, cloud, or security solutions. You’ll be responsible for managing service relationships, overseeing incidents and escalations, maintaining SLA performance, and supporting continuous service improvement within a highly secure environment.

 Working Patterns and location – Fully on site – Potential flexibility

• Take ownership of customer relationships, managing the full service lifecycle from delivery through to ongoing support.

•       Facilitate service review sessions and coordinate escalation discussions with suppliers and internal technical teams.

•       Monitor and drive service performance to ensure delivery against agreed timelines, quality expectations, and budget objectives.

•       Oversee operational processes including change control, service governance, risk management, and data handling procedures.

•       Manage incident and problem resolution in line with agreed SLAs, using trend analysis to identify opportunities for service improvement and increased customer satisfaction.

•       Ensure all activities remain compliant with security standards, internal governance frameworks, and external regulatory requirements.

•       Support the development of team capability through mentoring, coaching, and promoting best practice awareness across the function.

•       Represent the organisation as a subject matter expert during audit and assurance activities, both internally and externally.

• Demonstrable experience working within a customer-facing service management or service delivery environment.

•       Proven ability to manage multiple customer accounts and maintain effective service relationships across global environments.

•       Experience within telecoms or managed services sectors, including exposure to technologies such as LAN, WAN, IPT, Cloud, or Security solutions.

•       Background in developing, refining, and implementing service management processes and operational improvements.

•       Excellent organisational and time management skills, with the ability to prioritise effectively across multiple workstreams.

•       Experience supporting, mentoring, and developing team members within a collaborative environment.

•       Active DV clearance preferred, or eligibility and willingness to successfully undergo DV vetting.

• Familiarity with Agile frameworks and ways of working.

•        Experience using data analytics tools to identify service trends and improvements.

•        Exposure to compliance frameworks such as Sarbanes-Oxley or similar regulatory standards.

Our clients offer a range of benefits for permanent workers, as well as an excellent salary you will receive the following:

• Annual bonus up to 10%.

• Pension up to 5% Employee/10% Employer.

• Private Medical Cover.

• Dental Insurance.

• Health Assessment.

• Life Assurance.

Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds. 

Part-time opportunities/flexible working is available to suit individual needs. 

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You will be required to hold a minimum of DV Clearance. If you do not hold an active DV Clearance, please familiarise yourself with the vetting process before applying. 

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