Service Delivery Manager in Corsham

Service Delivery Manager – Defence

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

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

If you are a driven Service Delivery Manager who enjoys structure, thrives on improvement and wants to play a central role in shaping service excellence within a Defence environment this is a great opportunity.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Information Technology

Industries

Defense and Space Manufacturing