At a Glance
- Tasks: Lead service delivery and continuous improvement in a dynamic IT environment.
- Company: Join a key player in Defence Digital services with a focus on innovation.
- Benefits: 12-month contract with potential extension, hybrid working options, and professional development opportunities.
- Other info: Opportunity for career growth in a collaborative and fast-paced setting.
- Why this job: Make a real impact in service delivery while enhancing your skills in a supportive team.
- Qualifications: ITIL v3 Foundation and experience in structured ITSM environments required.
The predicted salary is between 40000 - 50000 £ per year.
The Service Delivery Manager supports the delivery and continuous improvement of the NDH(D) service in alignment with ITIL v3 and Defence/public‑sector governance standards. The role ensures that the service is delivered efficiently and to agreed OLA and KPI levels, that performance is monitored, and that service improvements are implemented to meet evolving customer needs and the strategic direction set by Maritime Digital Delivery Services (MDDS) leadership. This role will require an on‑site presence at HMNB Portsmouth but could be hybrid, subject to the agreement of the successful candidate and the wider NDH(D) team.
Key Responsibilities
- Service Operations
- Support day‑to‑day service delivery across Incident, Problem, Change, and other ITIL‑aligned Service Management processes
- Ensure adherence to the provisions of all MOUs and OLAs, particularly response and resolution targets
- Manage service performance against agreed KPIs and other service metrics
- Maintain accurate service documentation and knowledge bases
- Coordinate resolver groups across the NDH(D) team, suppliers, and wider RN/MOD
- Lead on Major Incident Management and service‑restoration activities
- Coordinate with wider ISS team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience
- Service Reporting
- Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks
- Develop and maintain dashboards in relevant Service Management toolsets
- Support audit evidence gathering and compliance checks as required
- Continuous Improvement
- Identify trends, recurring issues, and improvement opportunities
- Lead the creation, implementation and monitoring of Service Improvement Plans (SIPs) as required
- Take ownership of operational processes and lead work to improve them and develop the service wrap
- Tooling
- Lead the identification and adoption of suitable tools to enhance the management of the NDH(D) service and introduce automation of service management tasks where appropriate
- Lead the optimisation of existing tools and capabilities within the NDH(D) service to enhance the service wrap
- Governance & Assurance
- Ensure compliance with NDH(D) policies and procedures, and relevant MOD regulations (e.g., JSP 453/JSP 440)
- Support audit activities and maintain accurate records as required
- Ensure effective operation of change and configuration management processes
- Ensure asset data (software and licences) is up to date and accurate
- Define and agree MOUs and OLAs with enabling and supporting organisations as necessary
- Stakeholder Engagement
- Develop and agree OLAs with customers as necessary
- Provide clear, accurate communication with customers, internal teams, and suppliers
- Lead service reviews, operational meetings, and customer updates as required
Required Skills & Experience
Essential
- ITIL v3 Foundation (minimum)
- Experience working in a structured ITSM environment
- Experience operating key ITIL processes (Incident, Problem, Change, Release and Deployment, Asset and Configuration Management)
- Working knowledge of Remedy ITSM tool
- Experience using other ITSM tools (e.g., JIRA, Confluence)
- Data analysis and dashboard/report creation
- Strong communication and documentation skills
Desirable
- ITIL 4 Foundation
- Knowledge of Defence Digital, JSP guidelines, and secure environments
- Experience of Major Incident coordination
- Experience of implementing process development and maturation to support a complex and evolving service.
Behaviours
- Self‑starter, comfortable working autonomously
- Able to think independently to solve problems and prioritise across multiple strands of activity
- Customer focus
- Accountability and ownership
- Clear communication
- Good judgement under pressure
- Continuous improvement mindset, able to identify opportunities to improve processes/systems/organisations
- Stakeholder diplomacy and tact
- Detail‑oriented with strong operational discipline
Person Specification (Essential & Desirable Criteria)
Essential Criteria
- ITIL v3 Foundation certified
- Experience supporting or delivering ITIL v3 processes
- Working experience with Remedy and other ITSM tools
- Strong understanding of service operations principles
- Ability to interpret SLAs/OLAs, analyse data and produce reporting packs.
- Excellent verbal and written communication
- Eligibility and willingness to undergo SC clearance
- Experience working with multiple resolver groups or suppliers
Desirable Criteria
- ITIL 4 Foundation
- Experience in MoD, Defence Digital, or other secure UK Gov environments
- Knowledge of JSPs or public‑sector governance frameworks
- Problem Management / RCA experience
- Understanding of XLAs, user‑experience metrics
- Experience with service improvement initiatives
- Knowledge of automation
Locations
Service Delivery Manager in Hampshire, Portsmouth employer: Carbon60 Project Services
As a Service Delivery Manager at HMNB Portsmouth, you will join a dynamic team dedicated to delivering high-quality IT services in alignment with Defence and public-sector standards. Our company fosters a collaborative work culture that prioritises continuous improvement and professional growth, offering opportunities for skill enhancement and career advancement. With a focus on employee well-being and a commitment to innovation, we provide a supportive environment where your contributions directly impact service excellence and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Hampshire, Portsmouth
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Carbon60 Project Services values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Carbon60 Project Services might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Carbon60 Project Services!
✨Direct Apply to Carbon60 Project Services
Let's not forget to apply directly through the Carbon60 Project Services website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in Hampshire, Portsmouth
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Carbon60 Project Services.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Carbon60 Project Services. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Carbon60 Project Services
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
