Service Delivery Manager

About 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.

Key Responsibilities

• 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
• Cookordinate resolver groups across the NDH(D) team, suppliers, and wider RN/MOD
• Lead on Major Incident Management and service-restoration activities
• Cookordinate with wider ISS team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience
• 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
• 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
• 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
• 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
• 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

Essential Required Skills & Experience

• 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
• 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 automation Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio