Technical Service Delivery Manager - Defence Programme
Salary: £55,000 + Bonus + Benefits
Location: Caerphilly (with travel to MoD sites as required)
Security Clearance: SC (must hold or be eligible); DV highly desirable
* Proven Change Management leadership
* Supplier management experience
This is a fantastic opportunity for you, an experienced Technical Service Delivery Manager (T SDM) to take ownership of a complex, multi-domain MOD communications service operating at a very high level of Defence Security.
This is a critical role, responsible for ensuring operational excellence, technical integrity, and resilient service performance across various sites in the UK.
You will play a leading role in shaping service outcomes, representing the voice of the user, and ensuring that operational activity is aligned with secure-by-design principles, accreditation boundaries, and technical roadmaps.
Role Overview
As the Technical Service Delivery Manager (T SDM), you will lead service operations end-to-end, ensuring that services are effective, compliant, and continuously improving. You will coordinate multi-disciplinary internal teams, suppliers, and military/authority stakeholders to deliver measurable, evidence-driven results.
Key Responsibilities
* Own end-to-end service performance across multi-domain, secure environments.
* Produce clear SLA dashboards, KPI reporting, and service reviews for senior stakeholders.
* Lead Incident, Problem, and Change Management, including CAB chairing.
* Run structured engagement forums including weekly operational syncs and programme reviews.
* Lead transition activities including UAT, hypercare, service acceptance, and PIRs.
* Ensure CMDB accuracy, RACI clarity, and governance of vulnerability findings.
* Represent Service at technical governance groups and translate technical roadmaps into service actions.
* Oversee patching, obsolescence, lifecycle, and compatibility planning.
* Maintain service blueprints, process maps, and operational documentation.
* Coordinate suppliers within a multi-vendor environment ensuring end-to-end service outcomes.
Core Competencies
* Leadership & collaboration
* Strong communication & influence
* Customer centric mindset
* Analytical problem solving
* Accountability & resilience
Essential
Experience & Skills
* 5+ years in IT Service Management/Delivery roles
* Strong ITIL v4 knowledge
* Proven Change Management leadership
* Experience in secure/regulated environments
* Technical understanding across infra, networks, and security
* Stakeholder-facing reporting experience
* Supplier management experience
* Familiarity with ITSM tools
Defence / Government environment experience
Desirable
* ITIL 4 Managing Professional or ISO/IEC 20000, PRINCE2 or PMP, CISSP/CISM or similar, SIAM experience, Knowledge of JSP 440/604 and accreditation processes
Qualifications
* ITIL v4 Foundation (required)
* ITIL v4 Specialist modules (desirable)
* PRINCE2/PMP (desirable)
* Degree in IT or equivalent experience (desirable)
* SC clearance required; DV desirable
If you are a technically capable Service Delivery Manager with experience working with the MOD and who thrives in secure, high integrity environments-and you want to play a key role in supporting critical national defence services-we'd love to hear from you.
#J-18808-Ljbffr