Skills

Communication Leadership Jira ServiceNow Monitoring Stakeholder Management Team Development

Job Specifications

Service Delivery Manager – Defence

Location: Corsham (Hybrid)

Salary: Up to £65,000 + Excellent Company Benefits + YEARLY TAX FREE BONUS

Security Clearance: Must hold SC as a minimum and be eligible for DV

We are supporting a Defence focused organisation in Corsham that is looking for an experienced Service Delivery Manager to take ownership of their IT Service Management function. This is a key leadership role where you will shape how services are delivered across the business and ensure that their internal systems and programmes receive a consistent high quality service.

This position is ideal for someone who thrives in a structured environment enjoys improving processes and is confident leading teams and suppliers. You will have the freedom to influence strategy while still staying close to day to day operations.

Duties:

Leading and improving IT Service Delivery
Oversee the Service Desk Desktop and Mobile Support teams to ensure strong performance and consistent SLA achievement
Own Incident Request Change and Escalation processes with a focus on continuous improvement
Lead the Change Advisory Board ensuring all changes are assessed planned and documented
Maintain the Service Catalogue SLAs and SOPs keeping them accurate and up to date
Ensure proactive monitoring capacity planning and forecasting to protect service stability
Manage third party suppliers holding them to contractual obligations and KPIs
Supporting wider programmes and organisational strategy
Build and maintain a clear Service Management operating model
Define Service Management requirements for supplier and partner contracts
Create and maintain RACI models workflows and ways of working across project functions
Develop the Service Management Operational Strategy and communicate updates to senior leadership
Provide insights into risk governance and assurance boards
Support long term Service Management roadmaps and compliance standards
Driving performance quality and team development
Lead and coach a high performing team building capability and resilience
Monitor KPIs analyse trends and drive continual service improvement
Produce accurate service performance and risk reports for senior and external stakeholders

Requirements:

3–5 years’ experience in a Service Delivery or Service Management leadership role within a complex or regulated setting
Strong understanding of ITIL 4 and proven experience embedding ITIL processes
Hands on experience with ITSM tools such as Halo ServiceNow Remedy or Jira Service Management
Experience managing suppliers within strict SLAs and improving service performance
Knowledge of public cloud hybrid hosting ISO 20000 ISO 27001 and SIAM
Strong communication leadership and stakeholder management skills
ITIL v4 Practitioner certification (essential)
SIAM or SDI certifications (desirable)

Additional information:

You must already hold SC clearance and be eligible for DV
Hybrid working with a mix of onsite and remote work
Occasional travel to customer or supplier sites

If you are a driven Service Delivery Manager who enjoys structure thrives on improvement and wants to play a central role in shaping service excellence within a Defence environment this is a great opportunity.

About the Company

NexGen Associates Ltd offers a comprehensive range of services, blending deep industry expertise with influential connections. This enables us to maintain a leading position in recruitment across the Technology, Defence, Security and Government sectors. We proudly collaborate with leading organisations across the UK and we have recently expanded beyond Defence and Security into the Commercial sectors. Our mission is to support Service Leavers, Veterans, and Veteran Spouses by helping them secure the opportunities they deserv... Know more