Service Manager in Farnborough

Position Overview

We are in search of an experienced IT Service Manager for our Service Management and Delivery capability.

The successful candidate will bring together their full understanding and experience of the ITIL (version 4 or version 3) framework to align service delivery with customer goals, improving efficiency and customer value and delivering to contractual requirements.

Your role and primary responsibilities

• Contribute and lead on Service Performance Management reporting
• Chair monthly Performance Management governance with the customer and its Service Management partners
• Lead on Major Incident Management activities for all Major Incidents (MI) within the programmatic scope
• Creation and Input to MI reports
• Maintain and update Service Management process and procedure documentation, ensuring currency at all times
• Manage stakeholder communication and engagement, including with key customer suppliers
• Hands‑on management of all core ITIL disciplines in scope of the programme
• Ensure effective flow of information between adjacent processes e. g. Changes to Incidents to Problems, where required
• Manage all key KPIs and SPIs and maintain SLA adherence throughout reporting period
• Present and relay, often complex, technical information to customer stakeholders in a straight‑forward, digestible manner
• Act as escalation point to programme Service Delivery Manager (SDM) and deputise for SDM as and when required
• Identify and lead on Continual Service Improvement initiatives
• Chair governance forums across the applicable ITIL disciplines as required on the programme
• Ensure timely and detailed updates captured in ITSM toolsets as required for each process
• Work closely and interface with the customer’s Service Management organisation and teams
• Foster a cohesive and motivated team across the Service Management functions to drive a positive experience for the customer
• Basic Qualifications
• Proven track record with a minimum of 5 years’ experience in an IT Service Management/Service Delivery role
• Sound knowledge and experience working with ITSM tooling such as Service Now, JIRA Service Desk and BMC Remedy/Helix
• Familiarisation with software used for IT systems technologies
• Strong stakeholder management experience
• Experience managing complex, multi‑party technical incidents and problems
• Experience of working within in a mixed BAU and project delivery environment
• Excellent analytical, organisational, and communication skills
• Self‑Starter with ability to work with minimal supervision
• Preferred Qualifications
• Bachelor’s degree or suitable experience working in a Service Delivery / Service Management environment
• Demonstrated ability to manage multiple priorities and work effectively in cross‑functional teams
• Ideally with one or more ITIL v3 or v4 qualifications
• People Management experience
• Security Clearance
• Ability to gain Metropolitan Police Service NPPV2 security clearance (essential).
• Willingness to gain MOD DV (advantageous).
• Location
• Mobile worker – predominantly working from Home
• Expected to be in the Farnborough office 2 days per fortnight.
• Expected to attend Programme Increment planning 5 Days every 3 months in Leidos Office (Farnborough/Glasgow)
• Ability to attend customer location (Greater London) when needed. Typically, 2 days per month.
• Pay Range
• £58,400.00-£74,900.00
• Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Benefits

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Flexi-TIme
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