Overview
Experienced Service Delivery Manager sought to own and optimize delivery and support of complex, high-value defence systems for UK and international customers. You will lead end-to-end service delivery, coordinate cross-functional teams, and drive continuous improvement in a highly regulated environment. This role blends customer engagement with technical delivery and commercial performance, offering impact across lifecycle delivery and service quality. You will shape service reviews, change processes, and bids, delivering strong customer satisfaction and profitable growth.
Pay / Benefits
- salary 85,000-95,000
- bonus up to 6%
- hybrid work arrangement
- SC and DV security clearance eligibility
- defence sector opportunity
- career progression in national security
Responsibilities
- Own the end-to-end Service Delivery relationship for key Defence/National Security customers
- Manage customer requests, incidents, escalations, and get-well plans through to resolution
- Build strong customer relationships and act as trusted point of contact for service matters
- Coordinate with Engineering, Sales, QA, Logistics, Trade & Compliance and external suppliers
- Manage service contracts, forecasts, purchase orders, invoicing and commercial performance
- Track performance across Cost, Quality, Time, CSAT and Gross Profit
- Lead service reviews, maintain RAID/RAIDO logs and provide programme reporting
- Establish and manage customer-facing Change Management processes, including CABs
- Support bids and tenders across PQQ, RFQ, RFP and ITT, including estimates, SOIs and technical proposal content
- Drive continuous improvement across Service Support and Service Delivery
- Support sustainable and profitable business growth through exceptional customer satisfaction
Key requirements
- Proven Service Delivery / Service Management / Customer Support experience
- Experience in Defence, National Security or a similarly regulated environment
- Strong customer and stakeholder management, including senior-level engagement
- Experience managing budgets, contracts and commercial performance
- Project/change management experience with governance, reporting and escalations
- Knowledge of ITIL v3 or v4
- Experience contributing to Defence bids, tenders and proposals
- Awareness of DEF STAN 00-600, Through-Life Support and/or KiD (preferred)
- A degree/HND/HNC or equivalent professional experience
- Customer-focused
- Stakeholder management
- Commercial-minded
- ITIL v3/v4
- Change Management
- CAB facilitation
Service Delivery Manager in Hampshire employer: CBSbutler
Join a dynamic and supportive team as a Senior Workday Consultant in either our Manchester or Inverness offices, where we prioritise employee growth and development. Our collaborative work culture fosters innovation and offers unique opportunities to engage with global enterprise clients on complex HR transformations. Enjoy a competitive benefits package and the chance to mentor junior consultants while working in a vibrant environment that values your expertise.
