25 days holiday entitlement rising to 28 days after 5 plus years’ service
Business Unit:
Services
Reporting to:
Head of Service Architecture & Delivery
Location/site:
Caerphilly (with travel to client/Ministry of Defence sites as required)
Vetting requirements:
Yes
Company Overview
Centerprise International (Ci) was established in 1983 and has over 30 years of experience delivering innovative ICT products and services. Our financial strength, broad portfolio, and record of success in government and defence contracts make Ci one of the UK’s leading ICT suppliers. We continually evolve to meet market demands, now offering Managed Services and Solution Design in addition to our own products. Ci actively attracts and develops talented individuals, providing the opportunity to build a varied career path within our group of companies. All employees learn from experienced professionals and see first-hand how a thriving privately-owned business operates.
Role Description
We are seeking an experienced Technical Service Delivery Manager (T?SDM) to lead end?to?end delivery of a multi?domain MOD communications service operating up to SECRET UK EYES ONLY. You will own service performance, user experience and operational governance across UK datacentre hubs and deployed elements, ensuring resilient, compliant, outcome?focused services. The T?SDM leads Incident/Problem/Change (including CAB chairing) and ensures day?to?day operations align with technical design, accreditation boundaries and Secure?by?Design principles. You will coordinate multi?disciplinary teams and suppliers to meet SLAs in in?hours and out?of?hours models With a strong technical background, the T-SDM will work closely with the Technical Design Authorities, Onsite Engineers, and Head of Service Architecture & Delivery to align service operations with technical strategy and design. Acting as the voice of the customer, the T-SDM ensures that user needs and feedback are central to service decisions.
Key Responsibilities
* Own end?to?end service performance and SLA compliance across multi?domain, classified environments; deliver clear service reviews and evidence?based dashboards to stakeholders.
* Lead the Incident Management process and coordinate Major Incidents, ensuring timely restoration, effective stakeholder communications and controlled recovery.
* Own Problem Management, driving RCA, permanent fixes and prevention activities.
* Own and lead the Change Management process, including chairing CABs and managing RFCs
* Run the agreed engagement cadence: weekly operational syncs with unit ops leads, monthly programme reviews with the Authority, and quarterly steering forums with broader partners; ensure inclusive circulation, action tracking and transparent status.
* Orchestrate transition activities: change freeze, audit/familiarisation, UAT, formal service acceptance, handover, hypercare, and post?implementation review with lessons learned embedded into CSI.
* Ensure day?1 asset accountability with accurate CMDB records; maintain RACI clarity across Authority, Ci and manufacturers; steward legacy equipment and govern buffer stock (~10% spares) for critical components.
* Lead the operational flow that ingests periodic vulnerability scans (e.g., Nessus) and configuration compliance findings; prioritise remediation and trace closure through Change to maintain accreditation posture.
* Represent Service at the TDA Working Group; ensure threat modelling, lifecycle/obsolescence reporting, roadmap and CSI outcomes are translated into service improvements and release/change plans
* Oversee supply chain management activities (logistics, OEMs, third parties), aligning deliveries with operational need and transition plans; set and enforce quality standards for partners/sub?contractors via OLAs/SLAs, KPIs, audits and service improvement plans to protect end?to?end outcomes.
* Own software and system lifecycle: patching windows, technology refresh cycles, compatibility planning, obsolescence tracking and controlled introduction of new versions aligned with roadmap/assurance gates.
* Develop and maintain service blueprints, end?to?end process maps, playbooks and work instructions so delivery is clear, repeatable and auditable across all towers and suppliers.
* Own non?functional requirements: availability, performance, capacity, resilience, operability, maintainability, observability/telemetry and compliance—ensuring they are measured, reported and continuously improved.
* Operate confidently in a multi?supplier setting (Ci, RAF Digital, 90SU, vendors), ensuring integrated service delivery and that supplier boundaries never impact user outcomes; drive SIAM?style coordination to maintain end?to?end service excellence.
Experience and Skills
* 5+ years in IT Service Management or Delivery roles
* Strong ITIL v4 knowledge and practical application
* Proven Change Management leadership experience
* Experience in secure or regulated environments - Technical understanding across infrastructure, networking, and security
* Stakeholder engagement and customer-facing reporting
* Multi-vendor coordination and supplier management
* Familiarity with ITSM tools and reporting dashboards
* Experience in UK Defence or programmes
* ITIL 4 Managing Professional or ISO/IEC 20000 certification
* PRINCE2 Practitioner or PMP certification - CISSP, CISM, or other security certifications
* Experience with SIAM or multi-supplier environments
* Familiarity with JSP 440, JSP 604, and accreditation processes
Company Profile
* Customer-Centric - Ensure customer satisfaction is our number one priority
* Commitment - Be true to your work and go the extra mile to deliver on your promise
* Courage To Challenge - Have the strength to make a difference and don’t be afraid to constructively challenge the status quo
* Succeed - Be innovative and do all that is reasonable to deliver a positive outcome
* Dedication - Giving your time and energy in the best interests of the Company
Education/Qualifications/Specific training
* ITIL v4 Foundation (required)
* ITIL v4 Specialist: Create, Deliver & Support (highly desirable)
* ITIL v4 Specialist: Direct, Plan & Improve (highly desirable)
* ITIL v4 Specialist: Drive Stakeholder Value (desirable)
* ITIL v4 Managing Professional (desirable)
* PRINCE2 Practitioner or PMP (desirable)
* Degree in IT, Computer Science, or equivalent experience (desirable)
* SC clearance (required)
* DV clearance (highly desirable)
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