We are seeking an experienced, hands‑on SC Cleared Service Delivery Manager to join an established delivery team supporting live digital services within a secure defence‑aligned environment.
This role is operational and embedded, focused on running and stabilising services, supporting digital service delivery and transformation activities, and ensuring services operate effectively in BAU.
This is not a programme management, cloud architecture, cyber security, or senior leadership role.
What This Role Is
* Embedded Service Delivery within a delivery team
* Operational ownership of live digital services
* ITIL‑based service management
* Support to digital service & transformation initiatives
* Defence/secure environment delivery
Key Responsibilities
* Manage day‑to‑day service delivery for live, business‑critical digital services
* Ensure services meet agreed SLAs, KPIs, availability, and security requirements
* Act as a hands‑on escalation point for incidents, problems, and service issues
* Work closely with engineers, delivery teams, and suppliers to resolve operational issues
* Support digital service delivery and transformation work, ensuring services transition smoothly into BAU
* Coordinate change and release activities in line with ITIL best practice
* Maintain and update service documentation, runbooks, and operational procedures
* Produce service reports covering performance, risks, and operational health
* Operate fully within defence and government governance frameworks
Essential Skills & Experience
* 5-8+ years' experience in a Service Delivery Manager/Service Manager role
* Strong, practical ITIL experience (ITIL certification essential)
* Proven experience managing live digital services in BAU
* Hands‑on experience across:
o Incident Management
o Problem Management
o Change & Release
o Service Performance & Reporting
* Experience supporting digital services and service transformation initiatives
* Experience supporting secure cloud‑based digital services
* Experience working in defence, government, or other secure environments
* Comfortable working onsite 3 days per week as part of a delivery team
* Strong operational mindset with attention to detail
* Active SC Clearance
Desirable Experience
* Familiarity with service management tooling (eg ServiceNow, Jira Service Management)
* Experience transitioning services from delivery into BAU
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