Job Description

Service Delivery Manager

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

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 ITIL v4 Practitioner certification (essential) 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
If you are a driven Service Delivery Manager who enjoys structure thrives on improvement and wants to play a central role in shaping service excellence within a Defence environment this is a great opportunity.

Job Types: Full-time, Permanent

Pay: 60,000.00-65,000.00 per year

Benefits:

Company pension Private dental insurance Private medical insurance
Work Location: In person