Technical Service Delivery Manager – Defence Programme
Salary: £55,000 + Bonus + Benefits
Location: Caerphilly (with travel to MoD sites as required)
Security Clearance: SC (must hold or be eligible); DV highly desirable
This is a fantastic opportunity for you, an experienced Technical Service Delivery Manager (T SDM) to take ownership of a complex, multi-domain MOD communications service operating at a very high level of Defence Security. This is a critical role, responsible for ensuring operational excellence, technical integrity, and resilient service performance across various sites in the UK. You will play a leading role in shaping service outcomes, representing the voice of the user, and ensuring that operational activity is aligned with secure-by-design principles, accreditation boundaries, and technical roadmaps.
Role Overview
As the Technical Service Delivery Manager (T SDM), you will lead service operations end-to-end, ensuring that services are effective, compliant, and continuously improving. You will coordinate multi-disciplinary internal teams, suppliers, and military/authority stakeholders to deliver measurable, evidence-driven results.
Key Responsibilities
- Own end-to-end service performance across multi-domain, secure environments.
- Produce clear SLA dashboards, KPI reporting, and service reviews for senior stakeholders.
- Lead Incident, Problem, and Change Management, including CAB chairing.
- Run structured engagement forums including weekly operational syncs and programme reviews.
- Lead transition activities including UAT, hypercare, service acceptance, and PIRs.
- Ensure CMDB accuracy, RACI clarity, and governance of vulnerability findings.
- Represent Service at technical governance groups and translate technical roadmaps into service actions.
- Oversee patching, obsolescence, lifecycle, and compatibility planning.
- Maintain service blueprints, process maps, and operational documentation.
- Coordinate suppliers within a multi-vendor environment ensuring end-to-end service outcomes.
Core Competencies
- Leadership & collaboration
- Strong communication & influence
- Customer-centric mindset
- Analytical problem-solving
- Accountability & resilience
Experience & Skills
Essential
- 5+ years in IT Service Management/Delivery roles
- Strong ITIL v4 knowledge
- Proven Change Management leadership
- Experience in secure/regulated environments
- Technical understanding across infra, networks, and security
- Stakeholder-facing reporting experience
- Supplier management experience
- Familiarity with ITSM tools
- Defence environment experience
Desirable
- ITIL 4 Managing Professional or ISO/IEC 20000, PRINCE2 or PMP, CISSP/CISM or similar, SIAM experience, Knowledge of JSP 440/604 and accreditation processes
Qualifications
- ITIL v4 Foundation (required)
- ITIL v4 Specialist modules (desirable)
- PRINCE2/PMP (desirable)
- Degree in IT or equivalent experience (desirable)
- SC clearance required; DV desirable
If you are a technically capable Service Delivery Manager with experience working with the MOD and who thrives in secure, high integrity environments-and you want to play a key role in supporting critical national defence services-we’d love to hear from you.
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