# IT Service Delivery Manager (Defence)

> Positiv+ Cohort · Farnborough, United Kingdom (Hybrid) · Contract · Posted 2025-02-27

**Workplace:** hybrid

## Description

We are seeking a highly skilled and experienced IT Service Delivery Manager to join our team in the Defence sector. The successful candidate will play a pivotal role in ensuring the delivery of high-quality IT services to support critical defence operations. This role requires strong leadership skills, technical expertise, and the ability to manage complex service delivery requirements within a highly regulated environment. The candidate must hold an active SC Clearance and be a British national.

## Requirements

**Key Responsibilities:**

-   **Service Delivery Management:** Lead the delivery of IT services to meet both operational and strategic goals. Ensure that service levels (SLAs) and key performance indicators (KPIs) are achieved.
-   **Client and Stakeholder Engagement:** Serve as the main point of contact for stakeholders, ensuring that service delivery aligns with customer expectations. Foster strong relationships with defence sector clients and internal teams.
-   **Incident and Problem Management:** Oversee the effective resolution of IT incidents and problems, ensuring minimal disruption to service. Proactively identify areas for improvement and implement preventive measures.
-   **Service Improvement:** Continuously assess the IT service delivery process and implement improvements that enhance efficiency, effectiveness, and customer satisfaction. Lead root cause analysis for service delivery issues and define corrective actions.
-   **Change Management:** Ensure that changes to the IT environment are implemented smoothly with minimal disruption to service. Oversee the change management process, ensuring compliance with Defence sector standards.
-   **Compliance and Governance:** Ensure that all service delivery activities are fully compliant with defence sector regulations, security protocols, and relevant legal and contractual requirements.
-   **Team Leadership:** Manage and lead a team of IT professionals, providing mentorship, performance management, and career development opportunities. Ensure that the team is equipped with the right skills and tools to deliver quality service.
-   **Budget and Resource Management:** Oversee the allocation of resources and manage the budget for IT service delivery. Ensure that service delivery is cost-effective and within agreed financial constraints.
-   **Reporting and Documentation:** Prepare regular reports for senior management and clients, outlining service performance, incident reports, and service improvements. Ensure that all documentation is up to date and in compliance with governance standards.

**Key Skills and Experience:**

-   Proven experience in managing IT service delivery within the Defence sector or other highly regulated environments.
-   Strong technical background in IT service management, with in-depth knowledge of frameworks such as ITIL.
-   Excellent leadership and team management skills, with the ability to motivate and guide a team to deliver high-quality results.
-   Solid understanding of incident, problem, and change management processes.
-   Ability to engage with senior stakeholders and clients, building strong relationships and understanding their needs.
-   Strong analytical and problem-solving skills, with a focus on continuous improvement.
-   Experience with service level agreements (SLAs) and key performance indicators (KPIs).
-   Excellent communication skills, both written and verbal, with a high level of attention to detail.
-   A proactive and organised approach to managing tasks and priorities.

**Qualifications:**

-   **Relevant Certifications:** ITIL v3 or ITIL 4 Foundation (desired), Prince2 or similar project management qualification (desired).
-   **Degree:** A degree in Computer Science, Information Technology, Engineering, or related field is preferred but not essential.

**What We Offer**:

-   The opportunity to work on mission-critical projects that impact national security.
-   A supportive environment fostering professional growth and development.
-   Access to cutting-edge tools and technologies in the IT field.

## Apply

[Apply at Positiv+ Cohort](https://apply.workable.com/positiv-cohort/j/64DD6410E2/apply)

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