Service Delivery Manager

Ref: ZR_6924_JOB  ·  Posted on 27 April 2022


You will work 3 days at home and 2 days in the office

Our client is currently in a fantastic period of growth and needs to expand on their existing team

This role sites within their National Security business Unit

Get in touch now!

Our client is looking for an experienced Service Delivery Manager to support sustainable growth of their support service delivering efficiency and effectiveness. This role sits within their National Security business unit, ideally the successful candidate will have experience within that field and knowledge of Government and Defence support frameworks.

Company Cultures:

  • Our client is a world-class engineering consultancy. They enable their clients to maximise the investments in science and technology. Trusted by government and industrial partners worldwide, they deliver technology-based Research and Development services, provide independent advice, and solve technically challenging problems.
  • Our client makes it their business to understand the clients' key issues to provide end-to-end tailored solutions.
  • With extensive experience in communications systems, electronic sensors, and information assurance and in both the civil and military domains, they understand the technical complexities of modern and future systems. The team of over 350 engineering consultants develop new concepts, capabilities and systems to protect what matters most to their clients.
  • Our client remains a British centre of excellence for world-class innovation and engineering.
Key responsibilities
  • Architect the clients service and service management offerings across the portfolio, aligning the internal business processes (Commercial, Financial and Engineering) to enable these solutions to be delivered profitably.
  • Delivering the in-service contracts, ensuring that service requests, incidents, and other service elements are consistently delivered in line with agreed KPI, and customers are proactively managed.
  • Provide high levels of assurance of processes and individual client offerings.
  • Providing timely and accurate forecast information and service reporting, managing both internal and external stakeholders’ expectations as appropriate, in line with agreed reporting cycle/rhythm.
  • Identifying, prioritising and actively managing risks and issues associated with the service(s), including appropriate and timely escalation.
  • Ensuring all service artefacts (both deliverable and non-deliverable) are appropriately controlled and produced in line with our clients Quality Management system and processes.
  • Management of major incidents and escalations.
  • Managing third party support/service providers to ensure they meet agreed KPIs.
  • Work with projects and product engineering, Solution Design Authorities and bid teams to ensure design for service is incorporated into new products and services.


Skills & experience
  • Track record of delivering IT or technology-based services using ITIL processes.
  • Experience of creating and maintaining service catalogues.
  • Track record of continual service improvement.
  • Experience with relevant technologies appropriate to key services being delivered.
  • Experience in the service support of low volume, high value, products and systems in a highly regulated environment.
  • Experience in growing revenue, developing opportunities and sales in a support environment.
  • Experience in managing third party support providers.
  • Business Operations experience.
  • Experience in working with customers in a matrix managed team.
  • Good knowledge of UK Government, Home Office, or MoD support frameworks and experience in their application as a supplier.

Our client is committed to a policy of Equal Opportunity, Diversity and Inclusion. Their working environment is friendly, innovative and inclusive.  They can accommodate flexible working arrangements and support a diverse workforce and those with additional needs.

If you do not hold an active SC or DV clearance, please familiarise yourself with the vetting process before applying.

Additional benefits
  • Flexi Leave and Flexi Time Scheme
  • Annual Holiday
  • Flexible Benefits
  • Sickness Benefit
  • Business Performance Related Bonus
  • Share Save Plan
  • Pension scheme
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Service Delivery Management Permanent IT (Information Technology) Stakeholder Portfolio Defence

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