Overview
What is this role? This is a Service Delivery Manager role supporting one of Defence’s most critical digital communications services.
Location: Northwood HQ, Middlesex
This is a Service Delivery Manager role supporting one of Defence’s most critical digital communications services. High Grade Messaging (HGM) provides secure, 24/7 messaging services to a select customer base in the UK and overseas. The service is currently transitioning to a new Military Messaging capability, making this a key moment to join.
Why this role matters
Secure messaging underpins Defence operations.
In This Role, You’ll
* Ensure vital communications services remain resilient and available
* Protect highly sensitive information
* Support the transition from HGM to the next‑generation Military Messaging service
This is operational service delivery with national‑level importance.
What You’ll Be Responsible For
As Service Delivery Manager, you will:
* Lead delivery of a 24/7/365 secure messaging service
* Ensure service performance meets agreed SLAs
* Manage incidents, service resilience and continuous improvement
* Lead and motivate operational teams in a fast‑paced environment
* Act as Assistant Security Officer, ensuring security compliance
* Oversee service transition to the new Military Messaging platform
* Work closely with senior stakeholders and specialist partners
You’ll balance day‑to‑day operational delivery with longer‑term service improvement.
Who This Role Is For
This role could be a good fit if you:
* Have experience managing digital or IT services
* Are confident working with SLAs and live services
* Can lead teams in high‑pressure environments
* Understand (or want to develop) IT service management and security practices
* Enjoy responsibility and accountability
Experience with ITIL or service transition is especially valuable.
Security & eligibility (important)
Due To The Nature Of The Service
* Developed Vetting (DV) clearance is required
* This role is open to sole UK nationals only
* Additional security checks and travel restrictions apply
These Requirements Are Essential To Protect Sensitive Defence Operations.
Working pattern
* Based at Northwood HQ
* Some UK travel required for meetings or training
* Strong support for learning and professional development
* Opportunity to gain recognised qualifications, including ITIL
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