NATS

About the Company

We are the UK's leading provider of air traffic control services. In a typical year pre-Covid, we handle over 2.5 million flights and 250 million passengers travelling over the UK and across the North Atlantic. If you've been a passenger on a commercial aircraft flying in UK airspace then it's highly likely that we've handled your flight.

Outside of the UK we offer leading air traffic products and services to customers including airports, airlines, air traffic service providers and governments. We currently provide these across parts of Europe, North America, the Middle East and Asia.

Listed Jobs

Company Name

NATS

Job Title

Service Delivery Engineer/ Systems Engineer (Service Management)

Job Description

**Job title:** Service Delivery Engineer / Systems Engineer (Service Management) **Role Summary:** A hands‑on technical engineer responsible for the administration, support, and enhancement of enterprise SaaS platforms (primarily ServiceNow and LogicMonitor). The role focuses on ensuring high‑availability, performance, and alignment with business needs while driving problem management, mentoring teammates, and contributing to platform design and development. **Expectations:** - Deliver timely, effective support for service‑critical applications. - Maintain high service availability and performance of ServiceNow and monitoring tools. - Lead incident and problem management initiatives to reduce recurrence. - Mentor junior staff and promote a safety‑first culture. - Operate within ITIL, Agile, and ISO 27001 frameworks. **Key Responsibilities:** - Plan, execute, and maintain system administration and support of designated applications. - Diagnose, resolve, and document incidents and escalations following agreed procedures. - Analyze events and incidents to trigger Problem Management activities and implement preventive solutions. - Configure, deploy, and maintain system changes, ensuring accurate configuration records. - Manage service assets, ensuring correct status and location. - Produce engineering instructions and maintain hardware/software configuration records. - Serve as on‑call Duty Engineer, providing first‑contact resolution and contingency support. - Conduct on‑the‑job training and collaborate with suppliers and project teams. **Required Skills:** - Proven application or infrastructure support experience in a modern IT environment. - Strong understanding of ITIL‑based service management and ISO 27001 compliance. - Experience in Agile teams and communicating technical concepts to non‑technical audiences. - Knowledge of structured data (XML, JSON, YAML) and web scripting (JavaScript or similar). - Competence with MS Office and general system administration tasks. **Desirable Skills:** - ServiceNow administration or development experience. - Experience with LogicMonitor or comparable monitoring platforms. - Software development methodology familiarity. - Windows Server administration. **Required Education & Certifications:** - Professional engineering qualification (Higher National Certificate Level 4 or SQF Level 7) in Electronics, Telecommunications, Computer Science, or a related discipline. - Alternatively, a relevant apprenticeship with demonstrable engineering experience in a safety‑critical environment, or substantial experience in incident and problem management in ANSP, military, or rail contexts. ---

Swanwick, United kingdom

On site

27-09-2025