Service Delivery Manager

Job Description

Job Title: NDH(D) Service Delivery Manager

Contract: 12-month contract (potential for extension)
Security: SC required or ability to obtain

Purpose of the Role

The Service Delivery Manager supports the delivery and continuous improvement of the NDH(D) service in alignment with ITIL v3 and Defence/public-sector governance standards. The role ensures that the service is delivered efficiently and to agreed OLA and KPI levels, that performance is monitored, and that service improvements are implemented to meet evolving customer needs and the strategic direction set by Maritime Digital Delivery Services (MDDS) leadership. This role will require an on-site presence at HMNB Portsmouth but could be hybrid, subject to the agreement of the successful candidate and the wider NDH(D) team.

Key Responsibilities

Service Operations

Support day-to-day service delivery across Incident, Problem, Change, and other ITIL-aligned Service Management processes
Ensure adherence to the provisions of all MOUs and OLAs, particularly response and resolution targets
Manage service performance against agreed KPIs and other service metrics
Maintain accurate service documentation and knowledge bases
Coordinate resolver groups across the NDH(D) team, suppliers, and wider RN/MOD
Lead on Major Incident Management and service-restoration activities
Coordinate with wider ISS team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience

Service Reporting

Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks
Develop and maintain dashboards in relevant Service Management toolsets
Support audit evidence gathering and compliance checks as required

Continuous Improvement

Identify trends, recurring issues, and improvement opportunities
Lead the creation, implementation and monitoring of Service Improvement Plans (SIPs) as required
Take ownership of operational processes and lead work to improve them and develop the service wrap

Tooling

Lead the identification and adoption of suitable tools to enhance the management of the NDH(D) service and introduce automation of service management tasks where appropriate
Lead the optimisation of existing tools and capabilities within the NDH(D) service to enhance the service wrap

Governance & Assurance

Ensure compliance with NDH(D) policies and procedures, and relevant MOD regulations (e.g., JSP 453/JSP 440)
Support audit activities and maintain accurate records as required
Ensure effective operation of change and configuration management processes
Ensure asset data (software and licenses) is up to date and accurate
Define and agree MOUs and OLAs with enabling and supporting organisations as necessary

Stakeholder Engagement

Develop and agree OLAs with customers as necessary
Provide clear, accurate communication with customers, internal teams, and suppliers
Lead service reviews, operational meetings, and customer updates as required

Required Skills & Experience

Essential

ITIL v3 Foundation (minimum)
Experience working in a structured ITSM environment
Experience operating key ITIL processes (Incident, Problem, Change, Release and Deployment, Asset and Configuration Management)
Working knowledge of Remedy ITSM tool
Experience using other ITSM tools (eg JIRA, Confluence)
Data analysis and dashboard/report creation
Strong communication and documentation skills

Desirable

ITIL 4 Foundation
Knowledge of Defence Digital, JSP guidelines, and secure environments
Experience of Major Incident coordination
Experience of implementing process development and maturation to support a complex and evolving service.

Behaviours

Self-starter, comfortable working autonomously
Able to think independently to solve problems and prioritise across multiple strands of activity
Customer focus
Accountability and ownership
Clear communication
Good judgement under pressure
Continuous improvement mindset, able to identify opportunities to improve processes/systems/organisations
Stakeholder diplomacy and tact
Detail-oriented with strong operational discipline

Person Specification (Essential & Desirable Criteria)

Essential Criteria

ITIL v3 Foundation certified
Experience supporting or delivering ITIL v3 processes
Working experience with Remedy and other ITSM tools
Strong understanding of service operations principles
Ability to interpret SLAs/OLAs, analyse data and produce reporting packs
Excellent verbal and written communication
Eligibility and willingness to undergo SC clearance
Experience working with multiple resolver groups or suppliers

Desirable Criteria

ITIL 4 Foundation
Experience in MoD, Defence Digital, or other secure UK Gov environments
Knowledge of JSPs or public-sector governance frameworks
Problem Management / RCA experience
Understanding of XLAs, user-experience metrics
Experience with service improvement initiatives
Knowledge of automationGuidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy