Job Description

About Us

Are you ready to take your expertise to the next level? Do you thrive in a team that values collaboration, innovation, and excellence? Imagine joining a company where your skills make a tangible difference, and you're supported by a group of dedicated professionals who are passionate about what they do.

We believe in fostering growth, embracing challenges, and celebrating success together. If you're looking for a role that combines technical expertise with opportunities to grow and excel, we might just be the perfect match.

The Opportunity

Are you a dynamic IT Service Delivery Manager with a passion for delivering outstanding customer experiences? Do you thrive in fast-paced, high-stakes environments, ensuring seamless IT service delivery for mission-critical operations? If so, we want to hear from you.

Joining our small yet highly skilled team, you'll play a pivotal role in managing IT services for our customers. You'll be the bridge between technical teams and the customer, ensuring service excellence, operational efficiency, and unwavering quality in everything we deliver.

Candidates must hold high-level UK Government Security clearance or be eligible to obtain clearance due to the nature of the role. Willingness to undergo SC clearance.

Key Responsibilities

Customer Engagement: Act as the primary point of contact for our client, forging strong, trusted relationships and ensuring their needs are not only met--but exceeded. ITIL Governance: Oversee service management processes, adhering to ITIL best practices to drive operational excellence. Incident & Problem Management: Take ownership of escalations, working with technical teams to resolve issues swiftly while identifying root causes to prevent recurrence. Service Improvement: Continuously assess and enhance service delivery, driving improvements that align with our ethos of delivering to the highest quality. Strategic Input: Support service strategy and roadmap development, ensuring alignment with business objectives and customer requirements. Reporting & Compliance: Maintain service reports, ensuring transparency and adherence to SLAs and regulatory requirements within the Defence sector. Project Support: Work proactively with the delivery teams to accelerate seamless delivery into service.

About You (desirable)

Experienced as an IT Service Manager in a customer-facing role, ideally within high-security environments. Strong understanding of ITIL frameworks, with ITIL certification preferred. Exceptional stakeholder management skills--able to engage confidently with senior decision-makers. A proactive problem solver with the ability to balance technical oversight with first-class service delivery. Experience working in a smaller IT company, thriving in an agile environment where adaptability is key. Security clearance or eligibility to obtain it due to the nature of the role.

Why Join Us?

Learn and Grow: Work closely with an experienced team and clients. Be Impactful: Contribute directly to transformative services and take ownership of meaningful projects. Innovate: Bring fresh ideas to the table and explore opportunities. Diverse Workload: Enjoy a balance of Service Delivery and Project Management tasks in a dynamic, collaborative environment. Work with a passionate team dedicated to Service Excellence.
Join a supportive, close-knit company culture that values expertise, ownership, and innovation. If you're ready to step into a role where excellence isn't just encouraged--it's expected--apply now and let's talk.

Location and Work pattern

Work is on Customer site in Stevenage. Remote work is possible longer term. Our service support runs from 7am to 7pm, Monday to Friday, with occasional weekend and out-of-hours work expected. Our service support shifts typically follow 7am-3pm, 9am-5 pm, or 11am-7pm patterns.

Salary and benefits

Competitive salary (dependent on experience) Company pension scheme Private medical scheme Recruitment process
The recruitment process will consist of two stages of interviews.

Job Types: Full-time, Permanent

Pay: 42,500.00-65,500.00 per year

Additional pay:

Performance bonus
Benefits:

Company pension Private medical insurance
Licence/Certification:

Security Clearance or willing to undergo clearance (preferred)
Work Location: Hybrid remote in Stevenage SG1 2DA

Expected start date: 01/09/2025