Service Delivery Manager
Service Delivery Manager – Defence - Urgently Hiring
Location: Corsham (Hybrid)
Salary: Up to £65,000 + Excellent Company Benefits + YEARLY TAX FREE BONUS
Security Clearance: Must hold SC as a minimum and be eligible for DV
We are supporting a Defence focused organisation in Corsham that is looking for an experienced Service Delivery Manager to take ownership of their IT Service Management function. This is a key leadership role where you will shape how services are delivered across the business and ensure that their internal systems and programmes receive a consistent high quality service.
This position is ideal for someone who thrives in a structured environment enjoys improving processes and is confident leading teams and suppliers. You will have the freedom to influence strategy while still staying close to day to day operations.
Duties:
- Leading and improving IT Service Delivery
- Oversee the Service Desk Desktop and Mobile Support teams to ensure strong performance and consistent SLA achievement
- Own Incident Request Change and Escalation processes with a focus on continuous improvement
- Lead the Change Advisory Board ensuring all changes are assessed planned and documented
- Maintain the Service Catalogue SLAs and SOPs keeping them accurate and up to date
- Ensure proactive monitoring capacity planning and forecasting to protect service stability
- Manage third party suppliers holding them to contractual obligations and KPIs
- Supporting wider programmes and organisational strategy
- Build and maintain a clear Service Management operating model
- Define Service Management requirements for supplier and partner contracts
- Create and maintain RACI models workflows and ways of working across project functions
- Develop the Service Management Operational Strategy and communicate updates to senior leadership
- Provide insights into risk governance and assurance boards
- Support long term Service Management roadmaps and compliance standards
- Driving performance quality and team development
- Lead and coach a high performing team building capability and resilience
- Monitor KPIs analyse trends and drive continual service improvement
- Produce accurate service performance and risk reports for senior and external stakeholders
Requirements:
- 3–5 years’ experience in a Service Delivery or Service Management leadership role within a complex or regulated setting
- Strong understanding of ITIL 4 and proven experience embedding ITIL processes
- Hands on experience with ITSM tools such as Halo ServiceNow Remedy or Jira Service Management
- Experience managing suppliers within strict SLAs and improving service performance
- Knowledge of public cloud hybrid hosting ISO 20000 ISO 27001 and SIAM
- Strong communication leadership and stakeholder management skills
- ITIL v4 Practitioner certification (essential)
- SIAM or SDI certifications (desirable)
Additional information:
- You must already hold SC clearance and be eligible for DV
- Hybrid working with a mix of onsite and remote work
- Occasional travel to customer or supplier sites
If you are a driven Service Delivery Manager who enjoys structure thrives on improvement and wants to play a central role in shaping service excellence within a Defence environment this is a great opportunity.