At a Glance
- Tasks: Lead the delivery of technical services and ensure top-notch customer satisfaction.
- Company: Join Ultra Intelligence & Communications, a leader in defence technology.
- Benefits: Enjoy flexible hours, 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 in the future of defence while building strong client relationships.
- Qualifications: Experience in service delivery and customer support within IT or engineering.
The predicted salary is between 55000 - 65000 £ per year.
Company: Ultra Intelligence & Communications Cyber (UK) Business
Powering Decision
Join the team redefining defense technology. From engineering systems that save lives to leading programs that change the battlefield—find your place in the future of defense.
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.
Based at our Cyber Centre of Excellence in Maidenhead, 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.
Key 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.
- 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.
- 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.
Our Benefits
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
Diversity, Equity & Inclusion Statement
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 Manager in Maidenhead employer: Ultra I&C
Ultra Intelligence & CommunicationsCyber (UK) is an exceptional employer, offering a dynamic work environment at our Cyber Centre of Excellence in Maidenhead. We prioritise employee well-being with flexible working hours, comprehensive benefits including private medical cover and an annual bonus scheme, and a strong commitment to diversity and inclusion. Our focus on innovation and continuous improvement provides ample opportunities for professional growth and development, making it a rewarding place to advance your career in the defence technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Maidenhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ultra I&C. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ultra I&C before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in Maidenhead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ultra I&C:Your cover letter is your chance to shine! Tell us why you want to work at Ultra I&C specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ultra I&C!
How to prepare for a job interview at Ultra I&C
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
