Job Description
Service Delivery Manager (eDV Cleared)
Location: Cheltenham (Primary) with occasional travel to other customer sites
Rate: £500-p/d - potentially higher for the perfect candidate
Contract: 6 months
IR35: Outside IR35
Clearance: eDV Clearance required
About the Role
We are seeking an experienced Service Manager to manage the delivery of a critical Cross Domain Service for a UK Government customer. Based primarily on-site in Cheltenham, you will lead a team of up to 10 engineers and act as the primary on-site representative, working closely with customer stakeholders and third‑party suppliers. You will be responsible for the day‑to‑day management of the service, ensuring operational excellence, high customer satisfaction, and continuous service improvement.
Key Responsibilities
* Manage and lead a team of up to 10 engineers supporting the cross‑domain system
* Own incident management, ensuring timely response and effective resolution
* Oversee problem investigations and agree appropriate mitigation actions
* Act as the main point of contact between the customer, internal teams, and other suppliers
* Contribute to configuration and asset management processes
* Ensure continuous delivery of updates across test, reference, and production environments
* Share product upgrade and roadmap information with customer stakeholders
* Provide regular service reports, including SLA and KPI performance
* Monitor customer satisfaction and propose actions to address any issues
* Act as a senior escalation point for customer concerns
* Ensure the managed service integrates effectively with customer processes and tooling
* Support internal stakeholders with commercial proposals and negotiations when required
* Identify and report commercial opportunities
* Work closely with Agile Delivery Managers to ensure smooth alignment between service delivery and project work
Required Skills & Experience
* Proven experience delivering managed services to public sector or government customers
* Strong leadership and people management skills
* Excellent written and verbal communication skills
* Proactive, adaptable, and customer‑focused approach
* Familiarity with ITSM frameworks such as ITIL and ISO 20000
* Experience with Service Integration and Management (SIAM)
* Active eDV clearance (mandatory)
This is a high‑impact role supporting a mission‑critical government service, offering a competitive day rate, outside IR35 status, and the opportunity to work with highly skilled engineering teams in a secure environment.
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