Service Delivery Manager

Company cultures & job summary

Our client is a world-class engineering and technology consultancy with a long-standing reputation for delivering cutting-edge solutions across defence, national security, and public sector markets. The kind of organisation where the work genuinely matters. They bring together engineers, scientists, analysts, and specialists who are trusted to solve complex, meaningful problems and build capability that protects what matters most. The team you'd be joining sits at the heart of customer-facing service operations, managing support for high-value, low-volume products and systems across both UK and international customers. It's a fast-paced environment where no two days are the same, and where your ability to own problems end-to-end will be noticed and valued. To hit the ground running, you'll need solid ITIL knowledge, proven experience managing key accounts in Defence or National Security, and the confidence to manage stakeholders at every level, from end users to senior customer contacts. Experience handling service contracts financially, contributing to bids and tenders, and driving continuous service improvement is a must. You'll also need to be eligible for DV clearance, meaning you must be a British Citizen and have lived in the UK for the past 10 years. Sound like you?

APPLY TODAY and let's talk.

Working Patterns and location – Hybrid – 4 days on site per week

·        Coordinate service support for UK and international customers, maintaining consistently high satisfaction levels.

·        Own customer issues and get-well plans from initial request through to resolution and post-incident review.

·        Manage all issues and requests in the ITSM tool, keeping records current for reporting and trend analysis.

·        Manage service contract finances including spares orders, forecasts, purchase requests, and invoicing.

·        Lead customer-facing Change Management processes, chairing CABs and linking into configuration and asset management.

·        Own and contribute to bids and tenders including PQQs, RFQs, ITTs, and Statements of Work.

·        Run service reviews, maintain RAIDO registers, and provide accurate project reporting in line with internal procedures.

·        Continuously improve service delivery and support processes to meet evolving business and customer needs.

·        Experience supporting low-volume, high-value products and systems in a highly regulated environment.

·        Proven track record managing key accounts or programmes in Defence and/or National Security.

·        Strong knowledge of ITIL v3 or v4 and its practical application in service delivery.

·        Experience managing service contract finances including forecasting, budgets, and gross profit targets.

·        Ability to manage and influence stakeholders at all levels, internally and externally.

·        Experience contributing to bids and tenders, including cost estimation and technical proposal writing.

·        Strong organisational and leadership skills with the ability to manage competing priorities under pressure.

The client would also like to see some of the below, but this is not essential:

·        Awareness of through-life support standards such as DEF STAN 00-600 and KiD.

·        Degree or HND/HNC qualification in a relevant discipline.

·        Formal ITIL certification at Foundation level or above.

·        Experience chairing Change Advisory Boards and managing configuration or asset management processes.

·        Exposure to international customer programmes and overseas service delivery.

Flexi Leave and Flexi Time Scheme

•          Annual Holiday

•          Flexible Benefits

•          Sickness Benefit

•          Business Performance Related Bonus

•          Share Save Plan

•          Pension scheme

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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