Active Security Clearance Applicants only! Applicants must be sole UK nationals only.
Start - asap
Duration - 6 months to start, project likely 3-4 years
Location - Hybrid (2 days per week in Reading once office up and running)
Accountable for global service performance and customer experience across the Service Management operating model. The role provides a single senior point of accountability for service outcomes across the United Kingdom, Italy and Japan, integrating the contribution of teams, client teams and third-party suppliers.
Key accountabilities
- Own the end-to-end service management relationship and provide clear accountability for global service outcomes, without displacing the contractual accountability of individual service providers.
- Lead global service reviews, performance governance and executive reporting, ensuring that trends, risks, dependencies, decisions and improvement commitments are visible and acted upon.
- Set the service performance approach for SLAs, XLAs and supporting operational measures, ensuring that service reporting reflects user experience as well as contractual performance.
- Coordinate regional delivery teams so that local priorities, language needs, national controls and stakeholder concerns are represented in global governance.
- Maintain oversight of the cross-supplier service improvement plan, agree priorities with authorised stakeholders and track benefits through to evidenced completion.
- Act as the senior escalation point for material service issues and critical incidents, working within agreed governance, security and approval guardrails.
- Own demand forecasting, capacity planning and service scaling, ensuring the operating model expands in line with user growth, new locations, services, suppliers and security domains.
- Ensure demand, capacity and service growth are reviewed regularly as users, locations, suppliers, applications and security domains are added.
- Support service catalogue and onboarding governance so new services and partners enter the model through controlled, repeatable routes.
- Promote consistent knowledge, reporting and handover practices across regions while respecting classification boundaries and national handling requirements.
- Provide commercial awareness in service discussions, identifying scope or demand changes for formal assessment rather than informally absorbing unapproved obligations.
- Lead service mobilisation, transition and country expansion activities, ensuring readiness criteria, governance controls and acceptance requirements are achieved before service responsibility transfers.
- Oversee delivery of ITIL-aligned service management practices including Incident, Major Incident, Problem, Change, Knowledge, Capacity, Availability, Service Level Management and Continual Improvement.
- Maintain the single operational view across teams, client teams and third-party suppliers, ensuring dependencies, risks, actions and decisions remain visible and actively managed through to closure.
- Ensure ServiceNow remains the authoritative operational system of record for service workflows, reporting, governance, supplier hand-offs and service performance management.
- Ensure service governance, reporting and operational practices comply with applicable security, sovereignty, information-sharing and national handling requirements.
Experience, skills and qualifications
- Significant experience leading service delivery in a complex, multi-supplier or enterprise environment
- Experience in defence, aerospace, government or another security-regulated environment
- Strong working knowledge of ITIL 4 service management and service integration principles
- Experience of global or tri-country service delivery
- Demonstrable executive stakeholder management, governance and escalation leadership
- Practical exposure to XLAs, SIAM and continual improvement governance
- Ability to interpret service, risk, security and commercial information and turn it into clear decisions
- ITIL 4 Managing Professional, Strategic Leader or equivalent
- Experience managing service performance across more than one location or provider
- Experience operating with ServiceNow or a comparable enterprise ITSM platform
#J-18808-Ljbffr
Service Delivery Manager - Active SC Clearance Holder Only in Reading employer: Advanced Resource Managers Ltd
At Advanced Resource Managers Ltd, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. Our Suffolk location provides a unique opportunity to engage in significant infrastructure projects while benefiting from professional growth through continuous training and development. We value our employees by providing competitive benefits and a supportive environment that encourages leadership and impactful contributions to major initiatives.
Contact Details:
Advanced Resource Managers Ltd Recruitment Team
