Technical Service Delivery Manager

Technical Service Delivery Manager - Defence
Hybrid - occasional onsite attendance at key sites across UK
Up to 675 inside ir35
Active SC clearance - Sole British nationals only

We're looking for an experienced Technical Service Delivery Manager to join a high-profile technical environment, working across multiple engineering teams and wider internal and supplier functions.

This is a hands-on service management role where you'll be responsible for driving effective service delivery, managing complex incidents and problems, improving ITIL processes and ensuring technical issues are progressed through the appropriate escalation routes.

You'll work closely with three engineering teams, acting as the bridge between technical teams, stakeholders and suppliers to ensure services remain effective, resilient and continuously improving.

What you'll be doing

• Managing Incident, Problem and Change Management across multiple technical teams.
• Driving complex technical incidents through to resolution and ensuring effective escalation.
• Leading root-cause analysis and identifying preventative actions for recurring problems.
• Working with engineering teams and suppliers to resolve complex technical issues.
• Reviewing and improving end-to-end technical and business processes.
• Providing guidance to engineering teams on ITIL and service management best practice.
• Monitoring service performance, identifying trends and driving continual service improvements.
• Managing stakeholder communications around incidents, risks, issues and service performance.
• Supporting the transition of new and enhanced technical services into operational environments.
• Identifying opportunities to improve processes, ways of working and technical service delivery.
• Working within modern technical environments incorporating Cloud, Big Data and AI technologies.

What we're looking for

• Strong experience in Technical Service Delivery, IT Service Management or Service Operations.
• Strong practical knowledge of ITIL processes.
• Proven experience across Incident, Problem and Change Management.
• Experience managing technical escalations and coordinating multiple engineering teams.
• Strong process mapping and continuous improvement experience.
• Excellent stakeholder management and communication skills.
• Ability to understand complex technical issues and translate them into clear business and service impacts.
• Experience working with cloud hosting environments, Big Data and/or AI technologies.
• Comfortable working with technical teams, suppliers and senior stakeholders.
• Active SC clearance is essential.
• Sole British nationality is required.

Defence experience is not essential

You don't need to have worked in Defence to be considered for this opportunity. We're also interested in Service Delivery professionals from other complex, regulated, secure or technically demanding environments who can demonstrate strong ITIL, Incident, Problem and Change Management experience.

If this role is of interet apply now or email your CV to me at (url removed)