At a Glance
- Tasks: Lead service delivery and support for key customers in a dynamic tech environment.
- Company: Join a pioneering cyber business focused on advanced cryptographic solutions.
- Benefits: Enjoy flexible working, competitive salary, private medical cover, and an annual bonus scheme.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing customer service and driving innovation in cybersecurity.
- Qualifications: Experience in service delivery and strong communication skills are essential.
Based across our Cyber Centre of Excellence in Maidenhead and our site in Farnborough - hybrid working is available.
Our Cyber business unit is at the forefront of pioneering advanced cryptographic and key management solutions, facilitating the confidential exchange of vital information for customers operating at both tactical and strategic echelons. Join our team and participate in the innovation that ensures the highest security and trust worldwide.
We are seeking an experienced Service Delivery & Project Manager to lead the ongoing delivery and support of a technical service for a key customer, ensuring consistently high standards of customer service and sustained performance of the services for the customer and stakeholders. This role focuses on maintaining strong customer and stakeholder relationships, quality of service, and coordinating internal teams to deliver reliable ongoing support and continuous improvement. The successful candidate will need to work closely with internal technical teams and be able to support strategic growth aims for the customer. This may include planning and running pilot projects to assess suitability for rollout to enhance the service for the stakeholder community.
The ideal candidate will have a strong background in customer service and service delivery within an IT, engineering, or technology environment, with experience supporting services to meet Service Level Agreements (SLA) and planning for strategic growth.
Key Responsibilities:
- Take ownership of ongoing service delivery performance, customer satisfaction, incidents management and measurement, and service expectations.
- Build and maintain strong customer relationships, acting as a trusted point of contact for operational support and service delivery matters.
- Coordinate across teams including IT and Technical Services and Compliance to ensure effective long-term service delivery and support.
- Monitor service performance, identify improvement opportunities, and drive continuous service enhancement initiatives.
- Communicate service status, operational risks, issues, and improvement plans to stakeholders and senior leadership.
- Support the management of service risks, issues, dependencies, budgets, and delivery performance across the support lifecycle.
- Resolve conflicts, coordinate priorities, and motivate teams to maintain high service standards and productivity.
- Identify opportunities for contract growth, service improvements, and additional support offerings aligned with customer needs.
- Contribute to the development of costed proposals and support models for contract changes, pilot studies and strategic growth plans.
- Planning and delivery of pilot projects to time, cost and quality, to assess the effectiveness and suitability of enhancements to be integrated into the service.
Required Skills, Experience & Qualifications:
- Proven experience in Service Delivery, Customer Support, or Customer Success within an IT, engineering, or technology environment.
- Strong understanding of customer service principles, service management approaches, and long-term customer support models.
- Experience managing service delivery to meet SLAs.
- Excellent stakeholder management and communication skills, with the ability to build trusted relationships internally and externally.
- Strong leadership, coordination, and problem-solving abilities within cross-functional environments.
- Experience managing customer expectations, service incidents, and operational performance against agreed service standards.
- Ideally with an understanding of best practice in service management (ITIL).
- Experience supporting or managing contracts involving ongoing service delivery and customer support arrangements.
- Confident in establishing, controlling and reporting delivery schedule & costs against an overall budget.
- Experience developing service proposals, support solutions, or contract growth opportunities would be advantageous.
- Ideally, experience interfacing with or delivering services to government or public-sector customers.
Desirable Skills, Experience & Qualifications:
- Degree in Engineering, Computer Science, or a related technical discipline.
- Experience of project management tasks (e.g. Forecasting, Scheduling, Risk management, Resource Planning).
- Experience with ITIL.
- Experience with defence, aerospace or regulated industries.
Due to the nature of the programs we deliver for our customers, candidates may need to obtain the relevant security clearance or handle export-controlled material as defined by the role's requirements. Applicants must be able to obtain and maintain the appropriate level of security clearance for the role. Due to the nature of our work, you must be a British Citizen who has been resident in the UK for the past 5 years in order to apply for SC clearance and 10 years for DV.
Every employee is critical to our success, and as such, we offer a range of flexible employee benefits, including:
- Participation in an Annual Bonus Scheme
- Private Medical Cover
- 25 days’ holiday (plus Bank Holidays) with the option to buy an extra 5 days
- Pension Contribution
- 4 x Life Assurance Cover
- Flexible working hours with opportunity for a 1pm finish on a Friday
- Flexible benefits including cycle to work scheme, will writing and more
- Security Clearance Allowance – where relevant and subject to you holding the required security clearance
At Ultra I&C, we are an equal opportunity employer and value diversity and inclusivity. Underpinned by our values, behaviours, and policies, we want you to feel empowered to be the best version of yourself. We also believe that people from different backgrounds and cultures will increase our diversity of thinking, ensuring we successfully deliver to our customers. We, therefore, do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also support requests for flexible working arrangements wherever possible.
Service Delivery Project Manager employer: Ultra Cyber Limited
Ultra Cyber Limited is an excellent employer that values flexibility and work-life balance, offering both part-time and full-time options for the Office & Project Coordination Specialist role in the picturesque Westhill, Aberdeenshire. With a strong emphasis on employee growth, you will have the opportunity to collaborate across various departments, enhancing your skills while contributing to a supportive and dynamic team environment. The company's commitment to hybrid working arrangements further underscores its dedication to fostering a positive work culture that prioritises employee well-being and development.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Project Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ultra Cyber Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ultra Cyber Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ultra Cyber Limited!
✨Direct Apply to Ultra Cyber Limited
Let's not forget to apply directly through the Ultra Cyber Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Project Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ultra Cyber Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ultra Cyber Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ultra Cyber Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
