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The Role
As a Service Delivery Lead, you will be working in a customer-facing role responsible for the overall service management, taking accountability for the day-to-day operational delivery assurance of managed services across a large complex programme.
Day-to-day, you will be responsible for running the agreed service operations strategy, ensuring that key performance indicators and opportunities for improvements are identified appropriately.
Your responsibilities will include:
* Ensuring the delivery of all services within the QinetiQ portfolio are compliant with expectations and contractual obligations
* Driving customer excellence to improve satisfaction
* Solving complex problems to minimise risks and ensure service continuity
* Providing relevant and consistent training to all service delivery staff
* Influencing stakeholders and decision-makers through promotion of Service Operations strategies
* Managing the day-to-day operations of the QinetiQ service desk and third-party providers
Essential experience:
* Leadership of a service delivery team with strong ITIL competency
* Experience managing service delivery within large, complex organisations
* Data analysis skills for informed decision-making
* Operational understanding of service supply chains and engagement with customers at multiple levels
* Experience driving customer excellence and resolving complex issues
* Knowledge of service delivery concepts and techniques
Qualifications:
We value diverse backgrounds and education; what matters most is the required experience and willingness to learn. This role is 37 hours per week, based on-site at Malvern.
DV clearance is required for this role.
About Malvern:
The Malvern facility specializes in electronic warfare, surveillance, and complex system integration, contributing to the UK's defence capabilities, including sensors, communications, and cyber security.
Why Join QinetiQ?
We are expanding into new markets globally. Our success relies on innovation and tackling complex challenges. Join us to work in a diverse, inclusive environment where collaboration and different perspectives drive solutions.
Benefits include:
* Matched contribution pension scheme with life assurance
* Generous holiday allowance with purchase options
* Health Cash Plan, Private Medical, Dental Insurance
* Employee discounts on various services
* Support for the Armed Forces community and volunteering opportunities
Recruitment process:
We aim for an inclusive process, accommodating disabilities and health conditions. Many roles require national security vetting; existing clearance may transfer. All applicants must be willing to undergo DV clearance.
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