Service Delivery Manager in Warminster

Date Posted: 2026-03-09

Country: United Kingdom

Location: Warminster, Wiltshire

Position Role Type: Hybrid

About us

At OMNIA® Training, we’ve brought together some of the UK’s most innovative defence training organisations under one powerful mission: to transform the British Army’s training system and create the best-trained Army in the world. OMNIA are redefining the British Army’s collective training. To do that, we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts, like you. OMNIA is at the heart of the UK’s bold Land Industrial Strategy.

The role

This is more than a job — it’s a mission. You will be part of a high-impact, collaborative environment, where we expect everyone to live the values and standards of the British Army. Every person in our team plays a critical role in delivering OMNIA’s vision; designing, delivering, and transforming collective training so the British Army is ready to fight and win. You’ll work in a matrix organisation and report operationally through OMNIA Training and functionally through the Senior Programme Engineering Manager. Ultimately, you’ll work for the British Army, championing innovation, and helping shape the future of military collective training.

Key Responsibilities

• Own the end-to-end service delivery performance for the programme, including services delivered by partners or third parties.
• Manage services and maintain performance and compliance to Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual obligations.
• Monitor service performance, providing informative and effective metrics to the programme’s Engineering Leadership Team.
• Lead Service Management Reviews (SMR), creating informative report packs and deliver monthly SMR to the programme stakeholders.
• Serve as the primary escalation point for all service-related issues.
• Build and maintain an effective and strong client relationship, ensuring high satisfaction and delivered value recognition.
• Create, maintain and continually improve Service Management plans, processes, procedures and best practices in accordance with ITIL.
• Oversee the incident, problem and change management for the programme.
• Monitor and report on service desk Key Performance Indicators (KPIs) and metrics (e.g., response times, resolution times, first-call resolution, customer satisfaction).
• Develop and deliver staff training, mentoring, and performance reviews to optimize team productivity and skills.
• Collaborate with the training team, support teams and stakeholders to improve service delivery, identify recurring problems, and implement continuous improvement initiatives.
• Lead critical or high-priority incidents, communicating with the Engineering Leadership Team and stakeholders as needed.
• Own Service Delivery plans, Basis of Estimates, Key Performance Targets and Statements of Work.
• Ensuring that all Service Delivery activities undertaken are conducted in accordance with Raytheon UK and MOD site procedures that reflects best practice.
• Be ‘Responsible for championing and fostering a culture of Environmental, Health, and Safety (EHS) compliance and continuous improvement’.
• Any other duties required to meet the needs of the programme.

Who we are looking for

We’re after individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to ‘get things done’. You’ll want to work in collaboration with other defence training organisations, and the British Army. You won’t let bureaucracy get in the way of what needs to be done, you’ll learn lessons and share these lessons across the team. You won’t necessarily have a military background, but you’ll understand what it means to serve and to put the mission first.

The OMNIA Training Service Delivery Manager will be responsible for overseeing the delivery of services for a complex training solution, compliance to SLAs, and delivery of associated services to time and budget for the Army Collective Training Service (ACTS). Responsible to the Senior Programme Engineering Manager, this position manages the end-to-end service and its performance. The position is customer-facing and involves strategic operational responsibilities, acting as the bridge between our customer and the programme teams. This position requires a customer first mindset, strong stakeholder engagement skills, and the ability to work in a multidisciplinary engineering team in a complex and evolving environment.

Essential Skills and Experience

• An engineering background, educated to degree level or with equivalent previous related experience.
• Proven knowledge and experience as a Service Delivery Manager within a defence/MOD programme/project.
• Experience in a leadership role within complex, multi-disciplinary programmes.
• Highly developed, clear and precise presentation skills and effective communication at all levels.
• Proficient with ITSM and ticketing tools.
• A high level of competency in Microsoft Word, Excel and PowerPoint.
• Comprehensive understanding of standards and guidance relating to supportability activities.
• Experience in managing multiple projects, co-ordinating resources and ensuring timely delivery.
• ITIL4 certified.
• Flexibility to travel regularly within the UK to support meetings.

Desirable Skills and Experience

• Well-developed planning and organisational abilities.
• Highly developed verbal and written communication skills.
• Experience of training solutions, army platforms or installation of equipment at customer sites.
• Knowledge of defence or public sector engineering standards and regulatory frameworks.
• Experience in training transformation or learning platforms.
• SAFe certified and/or advanced certifications such as CISSP, GCIH or CISM.
• Security cleared or ability to obtain (SC or above).

Benefits and Work Culture

Benefits

• Competitive salaries.
• 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days (37hr).
• Contributory Pension Scheme (up to 10.5% company contribution).
• Company bonus scheme (discretionary).
• 6 times salary ‘Life Assurance’ with pension.
• Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work amongst others.
• Enhanced sick pay.
• Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave.
• Car / Car allowance (dependant on grade/ role).
• Private Medical Insurance (dependant on grade).

Work Culture

• 37hr working week, although hours may vary depending on role, job requirement or site-specific arrangements.
• Early 1.30pm finish Friday, start your weekend early!
• Remote, hybrid and site based working opportunities, dependant on your needs and the requirements of the role.
• A grownup flexible working culture that is output, not time spent at desk, focussed.
• More formal flexible working arrangements can also be requested and assessed subject to the role.
• Up to 5 paid days volunteering each year.

RTX Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Supporting over 35,000 jobs across 13 UK sites, RTX is helping to drive prosperity. Each year our work contributes over £2.7bn to the UK economy and offers a wealth of opportunities to 4,000 suppliers across England, Scotland, Wales and Northern Ireland. We’re investing in all corners of the country, supporting 29,040 jobs in England, 3,040 in Northern Ireland, 1,900 in Scotland and 1,600 in Wales.