This range is provided by NexGen Associates. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.
Base pay range
Direct message the job poster from NexGen Associates
Location
Corsham (Hybrid)
Salary
Up to £65,000 + Excellent Company Benefits + YEARLY TAX FREE BONUS
Security Clearance
Must hold SC as a minimum and be eligible for DV
Overview
We are supporting a Defence focused organisation in Corsham that is looking for an experienced Service Delivery Manager to take ownership of their IT Service Management function. This is a key leadership role where you will shape how services are delivered across the business and ensure that their internal systems and programmes receive a consistent high quality service. This position is ideal for someone who thrives in a structured environment enjoys improving processes and is confident leading teams and suppliers. You will have the freedom to influence strategy while still staying close to day to day operations.
Duties
* Leading and improving IT Service Delivery
* Oversee the Service Desk Desktop and Mobile Support teams to ensure strong performance and consistent SLA achievement
* Own Incident Request Change and Escalation processes with a focus on continuous improvement
* Lead the Change Advisory Board ensuring all changes are assessed planned and documented
* Maintain the Service Catalogue SLAs and SOPs keeping them accurate and up to date
* Ensure proactive monitoring capacity planning and forecasting to protect service stability
* Manage third party suppliers holding them to contractual obligations and KPIs
* Supporting wider programmes and organisational strategy
* Build and maintain a clear Service Management operating model
* Define Service Management requirements for supplier and partner contracts
* Create and maintain RACI models workflows and ways of working across project functions
* Develop the Service Management Operational Strategy and communicate updates to senior leadership
* Provide insights into risk governance and assurance boards
* Support long term Service Management roadmaps and compliance standards
* Driving performance quality and team development
* Lead and coach a high performing team building capability and resilience
* Monitor KPIs analyse trends and drive continual service improvement
* Produce accurate service performance and risk reports for senior and external stakeholders
Requirements
* 3–5 years’ experience in a Service Delivery or Service Management leadership role within a complex or regulated setting
* Strong understanding of ITIL 4 and proven experience embedding ITIL processes
* Hands on experience with ITSM tools such as Halo ServiceNow Remedy or Jira Service Management
* Experience managing suppliers within strict SLAs and improving service performance
* Knowledge of public cloud hybrid hosting ISO 20000 ISO 27001 and SIAM
* Strong communication leadership and stakeholder management skills
* SIAM or SDI certifications (desirable)
Additional information
* You must already hold SC clearance and be eligible for DV
* Hybrid working with a mix of onsite and remote work
* Occasional travel to customer or supplier sites
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