Service Delivery Manager in Corsham

This range is provided by NexGen Associates. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.

Base pay range

Direct message the job poster from NexGen Associates

Location

Corsham (Hybrid)

Salary

Up to £65,000 + Excellent Company Benefits + YEARLY TAX FREE BONUS

Security Clearance

Must hold SC as a minimum and be eligible for DV

Overview

We are supporting a Defence focused organisation in Corsham that is looking for an experienced Service Delivery Manager to take ownership of their IT Service Management function. This is a key leadership role where you will shape how services are delivered across the business and ensure that their internal systems and programmes receive a consistent high quality service. This position is ideal for someone who thrives in a structured environment enjoys improving processes and is confident leading teams and suppliers. You will have the freedom to influence strategy while still staying close to day to day operations.

Duties

• Leading and improving IT Service Delivery
• Oversee the Service Desk Desktop and Mobile Support teams to ensure strong performance and consistent SLA achievement
• Own Incident Request Change and Escalation processes with a focus on continuous improvement
• Lead the Change Advisory Board ensuring all changes are assessed planned and documented
• Maintain the Service Catalogue SLAs and SOPs keeping them accurate and up to date
• Ensure proactive monitoring capacity planning and forecasting to protect service stability
• Manage third party suppliers holding them to contractual obligations and KPIs
• Supporting wider programmes and organisational strategy
• Build and maintain a clear Service Management operating model
• Define Service Management requirements for supplier and partner contracts
• Create and maintain RACI models workflows and ways of working across project functions
• Develop the Service Management Operational Strategy and communicate updates to senior leadership
• Provide insights into risk governance and assurance boards
• Support long term Service Management roadmaps and compliance standards
• Driving performance quality and team development
• Lead and coach a high performing team building capability and resilience
• Monitor KPIs analyse trends and drive continual service improvement
• Produce accurate service performance and risk reports for senior and external stakeholders

Requirements

• 3–5 years’ experience in a Service Delivery or Service Management leadership role within a complex or regulated setting
• Strong understanding of ITIL 4 and proven experience embedding ITIL processes
• Hands on experience with ITSM tools such as Halo ServiceNow Remedy or Jira Service Management
• Experience managing suppliers within strict SLAs and improving service performance
• Knowledge of public cloud hybrid hosting ISO 20000 ISO 27001 and SIAM
• Strong communication leadership and stakeholder management skills
• SIAM or SDI certifications (desirable)

Additional information

• You must already hold SC clearance and be eligible for DV
• Hybrid working with a mix of onsite and remote work
• Occasional travel to customer or supplier sites