IT Service Manager

Organisation: Defence Equipment & Support
Salary:£44,100 per annum (plus generous benefits)
Grade: PII
Working Pattern: Full time
Contract Type: Permanent

At Defence Equipment & Support (DE&S), we supply and maintain vital equipment and services for the Royal Navy, British Army and Royal Air Force. Together, we deliver a vast range of essential defence programmes and strive for what's next. Because it helps keep our military at the top of their game and our nation safe – for today, and tomorrow.

DE&S has recently been integrated into the National Armaments Director (NAD) Group. The NAD Group brings together key Ministry of Defence (MOD) organisations to unite expertise across science, technology, procurement, infrastructure, and support to provide integrated capabilities faster and more efficiently for our armed forces and our allies.

This is an exciting new opportunity to enable better ways of working and empower greater collaboration across Defence. For further information about the NAD Group, please visit:
National Armaments Director Group -

We offer 25+ days’ holiday, flexible and hybrid working, enhanced parental leave schemes, shopping discounts, and an exceptional employer pension contribution of 28.97%, to help make work for you.

This role requires you to have lived in the UK for the last 5 years and obtain
Security Check (SC) security clearance . Clearance must be obtained without any caveats that prevent you from carrying out the role you’ve been recruited for. If it isn’t obtained or is obtained but with caveats that prevent you from carrying out the role, any conditional offer made to you will be withdrawn. Obtaining SC security clearance can be a lengthy process, and we reserve the right to withdraw any conditional offer made if the necessary security clearance isn’t obtained within 12 months.

We are seeking an experienced IT Service Manager to lead the delivery and assurance of the Joint Asset Management and Engineering Solutions (JAMES) service.

This role is responsible for ensuring the effective operation, governance and continual improvement of a business-critical service used across Defence. Working with military users, suppliers and stakeholders, you will manage service performance, assure operational delivery, contractual relationships, oversee key service management processes and support the transition from JAMES to Defence Equipment Engineering and Asset Management System (DEEAMS).

This is an exciting opportunity for a service management professional with strong Information Technology Infrastructure Library (ITIL) experience, able to use strong excellent stakeholder engagement skills and a proven track record of delivering high-quality services within a complex and regulated environment.

Please note that due to the nature of the role, you will be required full time on site at Warminster.

• Manage and maintain the service compliance of IT applications and service assets in line with business and regulatory requirements.
• Engage with stakeholders and customers across the business to review, update and implement relevant policies and processes. Engage with organisations, customers, suppliers, partners and peers at account level and guide them through appropriate knowledge sharing to maintain service.
• Support the creation of underpinning contracts and agreements during service design through to transition. Monitor agreed performance indicators in accordance with Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s) and other contractual dependencies. Identify changes in performance through incident and problem management, including service readiness, incident volumes and user satisfaction in support of organisational objectives.
• Contribute to the definition and maturity of service integration and transition requirements.
• Support design and implementation of service transition plans, including resource allocation within those plans, timelines, and risk mitigation. Support validation and verification activities to transition into the live service environments.

Conduct learning from experience (LFE) activities to capture lessons learnt and to improve future service…