Service Delivery Manager

Ultra Cyber Ltd are seeking an experienced Service Delivery Manager to lead the long-term delivery and support of technical services to clients, ensuring consistently high standards of customer service and sustained performance of products and services throughout their operational lifecycle. This role focuses on building strong, long-term customer relationships, maintaining service excellence, and coordinating internal teams to deliver reliable ongoing support and continuous improvement. The successful candidate will act as the key interface between clients and the business, ensuring customer expectations are understood, managed, and consistently met. The ideal candidate will have a strong background in customer service and service delivery within an IT, engineering, or technology environment, with experience supporting products and services beyond initial deployment and into long-term operational support.

Responsibilities

• Take ownership of ongoing product and service delivery performance, customer satisfaction, incidents, and service expectations.
• Project Management, including management of projects to budget.
• Build and maintain strong client relationships, acting as a trusted point of contact for operational support and service delivery matters.
• Coordinate cross-functional teams including engineering, QA, procurement, and external partners to ensure effective long‑term service 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 ongoing services, contract extensions, and new business opportunities.

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 operational service delivery and through‑life support for products or technical services.
• 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.
• Experience supporting or managing contracts involving ongoing service delivery and customer support arrangements.
• 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 Experience, Skills and 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 CLS/ILS contracts.
• Experience with defence, aerospace or regulated industries.
• Familiarity with logistics & supply chain management.

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.

Cyber Business

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.

Benefits

• 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