Job description for Lead IT Service Delivery Manager

Defence, Equipment and Support (DE&S) are recruiting for a Lead IT Service Delivery Manager based at their Abbey Wood site in Bristol. This role supports the operational management, maintenance and sustainment of a portfolio of logistic, supply chain and engineering occupations and services across a number of contracts.

You will be leading a team of around 80-100 employees including senior stakeholders across multiple contracts. To be effective in the role, you will need to foster strong working relationships with key suppliers and to have a strong ability within critical incident management.

You will need to work closely with adaptive change managers and with the providers of new and modernised support services. As well as this, you will need experience of working within a safety critical environment and knowledge of digital and cyber security practices eg ISO270001 or secure by design. Experience in application and service retirement would be beneficial but not essential.

This post is Non-Reserved, and the successful candidate will need to attain SC (Security Clearance).

You will be required on site a minimum of 2 times a week, but this may be more depending on the needs of the business.

Whilst on site, you’ll experience our impressive range of on-site facilities including a restaurant and coffee bistros and free parking. Our sports facilities include a fully equipped gym and sports hall with bookable classes, as well as a squash court, tennis courts and a football pitch.

We champion flexible ways of working. Regular in-person attendance is required to promote the benefits of face-to-face collaboration alongside flexibility of hours to support work-life balance. Initially, you may be expected to attend more frequently to familiarise yourselves with the site, the team, and your role.

What you’ll be doing

• Lead Service Management activity to ensure that the level of service delivered in all services meets agreed standards & KPI’s.
• Lead the planning, implementation, control, review and audit of the service provision, to meet business requirements and identify improvement areas.
• Ownership of relationships with suppliers and partners of IT services.
• Contribute as a Senior Leader across the Delivery Teams, Profession and to wider organisation initiatives, providing subject matter expertise on IT Service Management.
• Identify and manage funding for resources needed for the delivery of Service Management activity through influencing senior stakeholders and project teams.
• Lead a compliance culture covering Service Management activities and risks, ensure alignment with relevant regulatory acts and legislation.

 Person specification

To be successful with your application, you’ll need to show that you meet the following essential criteria:

• Significant experience in leading IT Service delivery Management within the defence OR logistics environment
• Experience of operating at Senior manager level in a large, highly complex organisation.
• Information Technology Infrastructure Library (ITIL) certification (Foundation as a minimum with evidence of practical application of methodology).

In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview:

• Service Delivery and Operations (1) – Expert
• Change and Transformation – Practitioner
• Managing a Quality Service – CSBC 4
• Making Effective Decisions – CSBC 4

Benefits

• 25 days’ annual leave +1 day a year up to 30 days, 8 bank holidays and a day off for the King’s birthday
• Flexible and hybrid working options
• Market-leading average employer pension contribution of 28.97%
• Annual performance-based bonus and recognition awards
• Access to specialist training and funded qualifications
• Support for progression
• Huge range of discounts
• Volunteering days
• Enhanced parental leave schemes

Selection Process Details

Your application will go through the following stages of assessment:

1. Pre-sift – We will check that you meet any essential or eligibility criteria that are listed in the Person Specification section of this advert. On your CV, please clearly show how you meet the essential criteria.
2. Sift – Your CV will be assessed against the following categories, using a simple numerical scoring system: Key Achievements; Relevant Experience; Applied Knowledge and Skills. Please follow our guidance on CV writing for best chance of success.
3. Interview – If you’re invited to interview, you’ll be assessed against the Sift categories listed above, as well as the Technical Competences and Behaviours listed in the Person Specification section of this advert.

Feedback will only be provided if you attend an interview.

Offering at a lower level

If you’re not successful at interview, we may offer you a role at a lower level if this is a match for your skills and experience. If this applies to your application, you’ll be scored against criteria for the lower-level role and offers will be made in merit order. If you accept this position, you’ll be able to take advantage of opportunities to develop your career as part of our team.

Ready to join us as a Lead IT Service Delivery Manager? Apply today.