Service Delivery Manager

Job Description

Job Title: NDH(D) Service Delivery Manager

Contract: 12-month contract (potential for extension)
Security: SC required or ability to obtain

Purpose of the Role

The Service Delivery Manager supports the delivery and continuous improvement of the NDH(D) service in alignment with ITIL v3 and Defence/public-sector governance standards. The role ensures that the service is delivered efficiently and to agreed OLA and KPI levels, that performance is monitored, and that service improvements are implemented to meet evolving customer needs and the strategic direction set by Maritime Digital Delivery Services (MDDS) leadership. This role will require an on-site presence at HMNB Portsmouth but could be hybrid, subject to the agreement of the successful candidate and the wider NDH(D) team.

Key Responsibilities

Service Operations

• Support day-to-day service delivery across Incident, Problem, Change, and other ITIL-aligned Service Management processes
• Ensure adherence to the provisions of all MOUs and OLAs, particularly response and resolution targets
• Manage service performance against agreed KPIs and other service metrics
• Maintain accurate service documentation and knowledge bases
• Coordinate resolver groups across the NDH(D) team, suppliers, and wider RN/MOD
• Lead on Major Incident Management and service-restoration activities
• Coordinate with wider ISS team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience

Service Reporting

• Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks
• Develop and maintain dashboards in relevant Service Management toolsets
• Support audit evidence gathering and compliance checks as required

Continuous Improvement

• Identify trends, recurring issues, and improvement opportunities
• Lead the creation, implementation and monitoring of Service Improvement Plans (SIPs) as required
• Take ownership of operational processes and lead work to improve them and develop the service wrap

Tooling

• Lead the identification and adoption of suitable tools to enhance the management of the NDH(D) service and introduce automation of service management tasks where appropriate
• Lead the optimisation of existing tools and capabilities within the NDH(D) service to enhance the service wrap

Governance & Assurance

• Ensure compliance with NDH(D) policies and procedures, and relevant MOD regulations (e.g., JSP 453/JSP 440)
• Support audit activities and maintain accurate records as required
• Ensure effective operation of change and configuration management processes
• Ensure asset data (software and licenses) is up to date and accurate
• Define and agree MOUs and OLAs with enabling and supporting organisations as necessary

Stakeholder Engagement

• Develop and agree OLAs with customers as necessary
• Provide clear, accurate communication with customers, internal teams, and suppliers
• Lead service reviews, operational meetings, and customer updates as required

Required Skills & Experience

Essential

• ITIL v3 Foundation (minimum)
• Experience working in a structured ITSM environment
• Experience operating key ITIL processes (Incident, Problem, Change, Release and Deployment, Asset and Configuration Management)
• Working knowledge of Remedy ITSM tool
• Experience using other ITSM tools (eg JIRA, Confluence)
• Data analysis and dashboard/report creation
• Strong communication and documentation skills

Desirable

• ITIL 4 Foundation
• Knowledge of Defence Digital, JSP guidelines, and secure environments
• Experience of Major Incident coordination

• Experience of implementing process development and maturation to support a complex and evolving service.

Behaviours

• Self-starter, comfortable working autonomously
• Able to think independently to solve problems and prioritise across multiple strands of activity
• Customer focus
• Accountability and ownership
• Clear communication
• Good judgement under pressure
• Continuous improvement mindset, able to identify opportunities to improve processes/systems/organisations
• Stakeholder diplomacy and tact
• Detail-oriented with strong operational discipline

Person Specification (Essential & Desirable Criteria)

Essential Criteria

• ITIL v3 Foundation certified
• Experience supporting or delivering ITIL v3 processes
• Working experience with Remedy and other ITSM tools
• Strong understanding of service operations principles
• Ability to interpret SLAs/OLAs, analyse data and produce reporting packs
• Excellent verbal and written communication
• Eligibility and willingness to undergo SC clearance
• Experience working with multiple resolver groups or suppliers

Desirable Criteria

• ITIL 4 Foundation
• Experience in MoD, Defence Digital, or other secure UK Gov environments
• Knowledge of JSPs or public-sector governance frameworks
• Problem Management / RCA experience
• Understanding of XLAs, user-experience metrics
• Experience with service improvement initiatives
• Knowledge of automation

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.