Overview
Join to apply for the Service Delivery Engineer/ Systems Engineer (Service Management) role at NATS. NATS is the UK’s leading air navigation service provider, handling over 2.4 million flights each year. We provide air traffic control services from two control centres and at airports around the UK, and offer a wide range of commercial products and solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.
Closing Date: Friday 10th October (date shown is subject to change).
We’re looking for a proactive and technically skilled Service Delivery Engineer to join our growing ITSM and Monitoring team. You’ll support and evolve our enterprise SaaS platforms—primarily ServiceNow and LogicMonitor—to ensure high availability, performance, and alignment with business needs. You’ll contribute to the design and development of new functionality within ServiceNow to extend its capabilities to meet evolving business requirements. This is a hands-on technical role with opportunities to lead on problem management and mentor others in the team.
Responsibilities
* Plan & execute administration, maintenance & support of designated systems/applications.
* Apply domain expertise to incidents, prioritizing, diagnosing, resolving & recording them using agreed procedures to restore service resilience.
* Analyze service events & incidents to initiate and undertake Problem Management activities to improve service and deliver a “predict & prevent” operations method.
* Gain, hold & maintain competencies to control/configure systems, restore services, deploy changes & carry out planned maintenance.
* Ensure processes are applied so service configuration records remain accurate, complete & current.
* Produce, review & amend engineering instructions; maintain configuration records for hardware, software & adaptations for Service Support Systems.
* Manage service assets to ensure they are in a known state & correct location, providing required services at the correct levels.
* Advocate for Safety Culture—promoting best practice, challenging poor behaviours & adhering to H&S procedures.
* Provide on-the-job training (OJT) for colleagues.
* Duty Engineer responsibilities (first contact for service resolution) & supporting contingency implementation.
* Support project requirements & activities; engage with suppliers when required.
Essential Technical Skills & Experience
* Proven experience in application or infrastructure support in a modern IT environment.
* Strong understanding of ITIL-based service management practices.
* Experience working in Agile teams and ISO27001 compliant environments.
* Excellent communication skills—able to explain technical concepts to non-technical audiences.
* Self-starter with a collaborative mindset and mentoring capability.
* Experience working with structured data in formats such as XML, JSON, YAML.
* Experience with web scripting, ideally using JavaScript or similar scripting languages.
* Competent with general MS Office applications.
Desirable Technical Skills & Experience
* ServiceNow administration or development experience.
* Experience with LogicMonitor or similar monitoring tools.
* Software development experience – understanding of methodologies and frameworks.
* Windows Server administration.
Qualifications
* Professional engineering qualification to Higher National Certificate (Level 4 or SQF Level 7) in Electronics, Telecommunications, Computer Science or other relevant Engineering discipline. In lieu of the above, demonstrate one of the following: relevant lower-level engineering qualifications such as an Apprenticeship with demonstrable engineering experience in a relevant field (military, rail, other safety-critical environments); substantial experience in a relevant transferable environment (e.g., ATSEP) over a significant period; or experience in incident resolution, service restoration, and incident/problem management in safety-critical environments (e.g., ANSPs, military, rail).
* Effective oral and written communication skills.
* Interpersonal skills enabling proactive interaction with stakeholders, customers, suppliers and colleagues.
We are proud to offer a fantastic total reward package to help you thrive both personally and professionally. For more information please visit: Why NATS?
If you share our passion to advance aviation and keep the skies safe, we would like to hear from you irrespective of age, sex, race, faith, sexual orientation, gender identity, gender expression, disability, or background.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Airlines and Aviation
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