IT Service Manager

IT Service Manager

Location:

Bristol, Gloucestershire

Onsite or Hybrid:
On Site

Role Type:
Full time / Permanent

Role

Shape the future of aviation technology while delivering services that keep critical operations running

At Babcock, we’re working to create a safe and secure world, together. If you join us, you can play your part as an IT Service Manager at The Bristol Technology Centre, near Bristol, Gloucestershire.

As an IT Service Manager, you'll be the single point of accountability for end-to-end IT service delivery to a key aviation customer. This is a highly visible, customer‑facing role where you'll build trusted stakeholder relationships, drive service excellence, and ensure critical technology services are delivered to the highest standards.

Working at the heart of our Engagement Delivery Team, you'll have the opportunity to influence service strategy, lead continual improvement initiatives, and make a direct impact on customer success. If you're passionate about delivering exceptional IT services, managing complex stakeholder relationships, and helping support vital aviation operations, this role offers an exciting platform for career growth within a global engineering and defence organisation.

• Building and maintaining strong relationships with customer stakeholders as the key interface between Babcock IT and the customer.
• Leading regular service review meetings, presenting performance against contractual commitments and service levels.
• Managing customer escalations and overseeing communications and resolution during major incidents.
• Driving customer‑focused Service Improvement Plans that enhance service delivery and user experience.
• Representing the Engagement Delivery Team through executive communications, stakeholder engagement, and customer site meetings.

This role is 37.5 hours per week and is based on‑site at The Bristol Technology Centre. Travel to other Babcock and customer sites will be expected.

• Experience managing operational IT delivery teams or resolving complex IT service issues.
• Experience producing reports for senior stakeholders and presenting findings effectively.
• Strong understanding of IT services and their relationship to wider business objectives.
• Demonstrable experience managing customer‑facing services and stakeholder relationships.
• Proven ability to drive service improvements and maintain high levels of customer satisfaction.

• Relevant experience in IT service management, service delivery, or customer‑facing technology environments.
• ITIL Foundation or Practitioner certification.
• Technical qualifications such as Cisco, Microsoft, or equivalent certifications.

The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels -  ().

• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva Digi Care+
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10‑days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually.
• Be Kind Day enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email car with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.