Service Delivery Manager

Location: Bristol (predominantly on-site with some hybrid)
Security Clearance : Eligibility and willingness to obtain DV clearance (Need to be Sole British National)

We’re seeking an experienced Service Delivery Manager to lead and build a Secure IT Operations Service supporting defence focused programmes within a highly regulated environment.

Sitting within the IT function and working closely with Secure Operations, you’ll establish, lead and continuously improve a newly formed secure service delivery team, ensuring robust, compliant and high performing IT services.

What you’ll be doing

• Build, recruit and lead a new IT Secure Operations Service Delivery team


• Own and manage Incident, Request, Change, Problem and Escalation processes


• Design and embed ITIL aligned service management processes


• Drive continual service improvement through KPI reporting and trend analysis


• Manage the Secure Operations run budget


• Chair Change Advisory Boards when required


• Define tooling and platforms to support secure service delivery


• Create and maintain SOPs for key service functions


• Lead service transition and onboarding of new services


• Support secure internal working environments


• Maintain appropriate security clearance for the role

What we’re looking for

• Proven Service Delivery Manager


• Background in defence, engineering, R&D or hi tech manufacturing environments preferred


• Strong, well-rounded IT operations knowledge


• Demonstrable experience building and leading teams


• Excellent stakeholder management and communication skills


• ITIL v4 Foundation certification


• Experience working in security controlled environments


• Knowledge of Microsoft enterprise environments


• Awareness of ISO 27001, Cyber Essentials Plus and similar frameworks


• Strong vendor and supplier management capability


• Understanding of telephony systems and software licensing models

If you’re an experienced service leader who thrives in secure, complex environments and wants to shape a growing function from the ground up, this is a standout opportunity.