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. This is an exciting new opportunity to enable better ways of working and empower greater collaboration across Defence.

We offer 25+ days' holiday, flexible and hybrid working, enhanced parental leave schemes, shopping discounts, and an exceptional employer pension contribution of 28.97%, to help make work for you. This role requires you to have lived in the UK for the last 5 years and obtain Security Check (SC) security clearance.

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 strong 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.

What you'll be doing:

• Support the lifecycle and development of services and products from design to disposal, sustaining compliance within change Programmes ensuring optimisation.
• 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.

Person specification:

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

Offered benefits:

• 25 days' annual leave +1 day a year up to 30 days, 8 bank holidays and a day off for the King's birthday.
• Market-leading average employer pension contribution of 28.97%.
• Annual performance-based bonus and recognition awards.
• Access to specialist training and funded qualifications.
• Support for progression.
• Huge range of discounts.
• Volunteering days.
• Enhanced parental leave schemes.

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 - and if you need any assistance with your application, just let us know.