High Grade Messaging (HGM) forms part of the team structure providing 24/7/365 service delivery to a select customer base within the UK and overseas. As HGM Service Delivery Manager, you will focus on operating the delivery in a high‑tempo, customer‑facing environment, ensuring performance standards are met, services remain resilient, and you will play a key role in service transition projects. You will be accountable for team performance, motivating and collaborating with staff, addressing issues, encouraging continuous improvement, and coaching team members to apply Agile and Lean tools and techniques. High Grade Messaging is being replaced by Military Messaging, with transition work already underway.
Responsibilities
* Deliver HGM to meet the designated delivery requirements and Performance activities of Service Level Agreements (SLA) in a cost‑effective manner.
* Ensure the delivery of MOD’s Messaging Services on the associated platforms and manage the processing of messaging signals.
* Act as the departmental Assistant Security Officer, ensuring proper adherence to physical, personal, documentary and digital security regulations.
* Act as Line Manager/Countersigning Officer for civilian staff, complete annual appraisals for military staff, and hold regular face‑to‑face briefings to communicate core and local information across all managed sites.
* Manage implementation of organisational change and business improvements in consultation with senior management; liaise with authorities and represent Messaging at meetings as a subject‑matter expert.
* Implement business management systems and reviews, ensuring compliance with overarching policies and processes.
* Manage, maintain and control the Crypto Account, providing full records for accountability.
* Provide support to project teams and commercial partners during the transition to the replacement Military Messaging facility.
Qualifications
* Experience of service delivery in a digital environment and management of Service Level Agreements.
* Knowledge of IT security and/or ITIL service transition practices.
* Experience in leading and supporting a busy and diverse team, able to multitask and prioritise under competing deadlines.
* Knowledge of security policies and procedures.
* Ability to build and maintain strong working relationships.
* Excellent communication skills, both verbal and written.
* Ability to quickly assess information and provide credible recommendations at pace.
* Proficiency in the use of Microsoft 365 software, including Excel and Outlook.
* Motivation to learn and commitment to continuous development.
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