IT Service Manager in Warminster

At Defence Equipment & Support (DE&S), we supply and maintain vital equipment and services for the Royal Navy, British Army and Royal Air Force. Together, we deliver a vast range of essential defence programmes and strive for what's next. DE&S has recently been integrated into the National Armaments Director (NAD) Group, which brings together key Ministry of Defence (MOD) organisations to provide integrated capabilities faster and more efficiently for our armed forces and allies.

This role requires you to have lived in the UK for the last 5 years and obtain Security Check (SC) security clearance. Clearance must be obtained without any caveats that prevent you from carrying out the role you’ve been recruited for. If it isn’t obtained or is obtained but with caveats that prevent you from carrying out the role, any conditional offer made to you will be withdrawn.

We are seeking an experienced IT Service Manager to lead the delivery and assurance of the Joint Asset Management and Engineering Solutions (JAMES) service. This role is responsible for ensuring the effective operation, governance and continual improvement of a business-critical service used across Defence. Working with military users, suppliers and stakeholders, you will manage service performance, assure operational delivery, contractual relationships, oversee key service management processes and support the transition from JAMES to Defence Equipment Engineering and Asset Management System (DEEAMS).

This is an exciting opportunity for a service management professional with strong Information Technology Infrastructure Library (ITIL) experience, able to use excellent stakeholder engagement skills and a proven track record of delivering high-quality services within a complex and regulated environment. Please note that due to the nature of the role, you will be required full time on site at Warminster.

• Manage and maintain the service compliance of IT applications and service assets in line with business and regulatory requirements.
• Engage with stakeholders and customers across the business to review, update and implement relevant policies and processes.
• Engage with organisations, customers, suppliers, partners and peers at account level and guide them through appropriate knowledge sharing to maintain service.
• Support the creation of underpinning contracts and agreements during service design through to transition.
• Monitor agreed performance indicators in accordance with Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s) and other contractual dependencies.
• Identify changes in performance through incident and problem management, including service readiness, incident volumes and user satisfaction in support of organisational objectives.
• Contribute to the definition and maturity of service integration and transition requirements.
• Support design and implementation of service transition plans, including resource allocation within those plans, timelines, and risk mitigation.
• Support validation and verification activities to transition into the live service environments.
• Conduct learning from experience (LFE) activities to capture lessons learnt and to improve future service operations.

To be successful with your application, you'll need to show that you meet the following essential criteria:

• Significant experience managing and assuring live IT services within a large, complex or highly regulated environment.
• Experience of applying ITIL-based service management practices including incident, problem, change, release and transition management.
• Experience using service performance measures (SLAs, OLAs, KPIs and operational reporting) to hold suppliers accountable and improve outcomes.

In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview:

• Core Behaviour 1: Managing a Quality Service – CSBC 3
• Core Behaviour 2: Communicating and Influencing – CSBC 3
• Technical Competence 1: Service Delivery and Operations (1) – Practitioner

We offer 25+ days’ holiday, flexible and hybrid working, enhanced parental leave schemes, shopping discounts, and an exceptional employer pension contribution of 28.97%. Annual performance-based bonus and recognition awards are also available.

Improving innovation and enriching our culture, diversity of thought is vital to our success. Here you’ll find a supportive, family-friendly organisation to be a part of.

Please note as a Disability Confident Leader we want to ensure you receive any reasonable adjustments that you need throughout the recruitment process.

The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made.

Your application will go through the following stages of assessment: Pre-sift, Sift, and Interview. Feedback will only be provided if you attend an interview.