Service Delivery Manager

2 weeks ago

Corsham SN SD, United Kingdom NEXGEN ASSOCIATES Full time £60,000 - £80,000 per year

Service Delivery Manager

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.

Job Types: Full-time, Permanent

Pay: £60,000.00-£65,000.00 per year

Benefits:

  • Company pension
  • Private dental insurance
  • Private medical insurance

Work Location: In person

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