Service Delivery Manager - DV Cleared

You will oversee end-to-end service delivery in the defence sector, managing customer relationships and ensuring delivery against operational, commercial, and technical requirements. Working closely with engineering, sales, QA, logistics, compliance and other teams, you’ll drive incident resolution, change processes, and contract performance. Your DV clearance enables you to operate in a highly regulated environment and lead reviews, reporting, and continuous improvement. This contract role offers meaningful impact by delivering dependable services to complex defence customers.

• Serve as primary contact for service matters and maintain strong customer relationships
• Own customer requests and incidents, guiding get-well plans to resolution with updates
• Record and maintain incidents/requests in ITSM for reporting and trend analysis
• Oversee maintenance activities within agreed timescales and documentation
• Collaborate with engineering, sales, QA, logistics, trade and compliance teams
• Manage service contract finances including forecasts, procurement, spares, repairs and invoicing
• Lead service reviews, maintain trackers, generate reports and manage escalations
• Establish/change management processes, chair Change Advisory Boards, coordinate with CM and technical publications teams

• Current DV clearance
• Experience in service delivery management or similar customer-facing operational role
• Strong knowledge of incident, problem, change and configuration management
• Experience using ITSM tools for recording, monitoring and reporting service performance
• Knowledge of service contract management, forecasting, invoicing and performance monitoring
• Excellent stakeholder, communication and customer relationship skills
• Strong organisational and project management abilities with attention to detail and escalation handling
• Commitment to continuous improvement, customer satisfaction, compliance with policies

• stakeholder management
• clear communication
• problem solving
• ITSM
• incident management
• change management