Senior Service Delivery Manager - Government Security Clearance

Senior Service Delivery Manager
- Active UK Government Security Clearance Required

Location
: UK
- Hybrid / customer-site requirements TBC
Contract
: 6-month contract, with view to extend
Day Rate
: £600 - £650 per day, Inside IR35
Start
: ASAP / TBC

Appvia is a specialist cloud, platform, and solutions engineering consultancy, helping organisations modernise infrastructure, improve reliability, and adopt cloud-native practices that enable long-term, sustainable delivery.

Our engineering capability spans AWS, Azure, platform engineering, networking, software, data, AI, delivery, and managed services.

We work across complex, high-impact environments in both the public and private sector, where security, resilience, operational excellence, and service quality are critical.

We’re looking for an experienced Senior Service Delivery Manager to join Appvia on a secure public sector engagement, taking ownership of service performance across a live operational environment.

This is a hands‑on service management role with a strong ITIL and managed‑service focus. You’ll be responsible for ensuring the service operates effectively day‑to‑day, with particular ownership of ticket performance, SLA adherence, service governance, and the wider service wrapper.

You’ll work closely with technical teams, service management functions, suppliers, and senior customer stakeholders to make sure issues are progressed effectively, operational commitments are met, and the service continues to improve.

This is a great opportunity for someone who enjoys bringing structure and accountability to complex operational environments, while working closely with both technical and customer‑facing teams.

You must hold active UK Security Clearance (SC). NPPV3 is highly desirable.

You are an experienced Service Delivery Manager with strong ITIL knowledge and a track record of managing live services in complex or regulated environments.

You will bring:

• Strong experience in ITIL-aligned service management and governance
• Experience owning service performance and operational outcomes
• Strong understanding of SLAs, KPIs, ticket management and service reporting
• Experience managing the service wrapper across technical teams, suppliers and customer stakeholders
• Strong incident, problem and change management experience
• Experience working with third‑party suppliers and multiple delivery teams
• Confidence engaging with senior customer and technical stakeholders
• Strong organisational skills and the ability to manage competing priorities
• A proactive, structured and commercially aware approach
• Experience working within public sector, government, defence or other security‑conscious environments
• Active UK SC clearance

• Own day‑to‑day service delivery and operational performance
• Ensure tickets and incidents are managed effectively and within agreed SLAs
• Monitor service performance, identify trends and drive corrective action
• Own and maintain the wider service wrapper, ensuring clear accountability across teams and suppliers
• Lead service reviews, reporting and governance activities
• Coordinate incident, problem and change management across the service
• Work with technical teams to ensure operational issues are understood, prioritised and resolved
• Manage relationships with customer stakeholders and third‑party suppliers
• Identify service risks, dependencies and opportunities for continuous improvement
• Maintain service documentation, processes and operational procedures
• Provide clear reporting on service health, performance, risks and actions
• Support strong governance and ensure contractual/service commitments are being met

Core:

• ITIL / IT Service Management
• SLA and KPI management
• Incident, Problem & Change Management
• Service reporting and governance
• Ticket management and operational performance
• Service wrapper / multi‑supplier service management
• Customer and stakeholder management
• Service improvement and operational risk management

Nice to have:

• ITIL 4 certification
• Public sector /…