Technical Services Delivery Manager

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.

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.

• 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.

• Leadership & collaboration
• Strong communication & influence
• Customer-centric mindset
• Analytical problem-solving
• Accountability & resilience

• 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

• 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

• 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.