Service Delivery Manager

Sierra Nevada Corporation Mission Systems UK (SNC MS UK) is looking for a Service Delivery Manager.

About SNC MS UK

Sierra Nevada Corporation (SNC) is a trusted leader in solving the world’s toughest challenges through advanced engineering technologies in Space Systems, Commercial Solutions, and National Security and Defence. Our applications include navigation and guidance, communication and surveillance systems, electronic warfare, and aircraft systems.

SNC MS UK is an established mission partner and the “go-to” company in the UK for Tactical and Operational Communication Information Systems and service integration. We are driven to continuously improve services at pace for customers through research and development while leveraging SNC’s wider expertise to deliver best-of-breed capabilities and solutions to Defence and other areas of the UK Government.

Service Delivery Manager
We are looking for a Service Delivery Manager who will play a critical role in ensuring that services are seamlessly delivered to our clients, specifically focusing on the CAIN Tactical Communications Network. Your responsibilities will span both administrative and technical aspects, aiming to support the delivery and support of a military designed and built Command, Control, Communication, Computers and Cyber Information Systems (C5IS) requirement for the client.

To be successful as a Service Delivery Manager, you should display a strong minded attitude as well as excellent leadership skills. You should also have the ability to develop and maintain strong, positive relationships with customers.

Key responsibilities

* Manage the team of 4 deployed SNC MS UK communications engineers supporting the delivery of CAIN to 16 Air Assault Brigade and be the primary interface between 216 Signal Squadron and the Mission Partner.

* Work with the CAIN Solutions Manager to ensure that the needs and capabilities of CAIN, as a system, are understood by the customer and included in future capability planning.

* Act as the on-site technical focal point, using technical resource and expertise to meet the customer need.

* Assure and support the transition of capability releases in to operations from development and update necessary ITSM processes and documentation.

* Apply ITIL Principles:
Leverage your deep understanding of ITIL (Information Technology Infrastructure Library) frameworks to ensure efficient and effective service delivery. This includes incident management, problem management, change management, and service level management.

* Service Metrics and KPIs:
Track and manage service-related metrics, including response times, resolution rates, and customer satisfaction scores.

* End-User Engagement:
Maintain excellent relationships with end-users and stakeholders. Identify customer issues and needs through regular communication. Work with the customer to identify issues and formulate resolution before output is impacted.

* Client Satisfaction:
Strive to exceed client expectations by delivering top-notch services that align with their requirements.

* Problem Resolution:
Address reliability issues promptly, coordinating with technical teams to resolve any service interruptions.

* Continuous Improvement:
Champion continuous improvement initiatives within the service delivery function.

Person specification

Qualifications & experience

* Degree or equivalent professional experience (IT,BUSINESS, Engineering or similar)

* 3-5 years of experience in a Service Delivery, Service Management or Operations role

* ITIL v3/v4 Foundation

* PRINCE2 Foundation/Practitioner

* Proven experience managing live services against SLAs/KPIs

* Strong background in stakeholder management (internal and external customers)

* In-depth knowledge of industry best practices and service delivery management standards

Skills & abilities

* Strong leadership ability and team spirit

* Excellent written and verbal communication skills, capable of conveying complex technical concepts to non-technical stakeholders.

* Attention to detail

* Excellent organisational skills

* Problem-solving skills

* Excellent interpersonal and customer service skills

* Ability to analyse service metrics, identify trends, and make data-driven decisions.

* Understanding of IT service management principles and best practices.

This Service Delivery Manager role offers a great opportunity for personal and professional development. It is a chance to be part of a dynamic team that works alongside exciting future projects.

Additional information

Competitive salary: £48,272.57 - £72,408.86 depending on experience.

Benefits:
Excellent benefits package, including up to a 10% annual bonus based on performance, pension scheme, and health insurance.

Work schedule:

The post is based in the Colchester area with attendance to customer sites at Bristol, Andover and St Athan on a regular basis. The role may also require travel to US.

Professional development: SNC MS UK provides ample opportunities for training and development, working on cutting-edge…