IT & Software

Technical Service Delivery Manager

CBSbutler

London · Greater London · United Kingdom

Overview

In this role you will oversee technical service delivery across multiple engineering teams in a high-profile defence environment. You will drive incident, problem and change management, coordinating with engineers, suppliers and stakeholders to keep services resilient and improving. You’ll apply ITIL practices, lead root-cause analyses and guide transitions of new services into operations. The role combines hands-on service management with strategic process improvement, in a cloud/Big Data/AI-enabled landscape.

Responsibilities
  • Manage Incident, Problem and Change Management across multiple technical teams
  • Drive complex incidents to resolution with effective escalation
  • Lead root-cause analysis and preventative actions for recurring issues
  • Coordinate with engineering teams and suppliers to resolve technical issues
  • Review and improve end-to-end technical and business processes
  • Provide guidance on ITIL and service management best practices
  • Monitor service performance and drive continual service improvements
  • Manage stakeholder communications around incidents, risks, issues and service performance
  • Support transition of new/enhanced services into operations
  • Identify opportunities to improve processes, ways of working and service delivery
  • Operate in environments with Cloud, Big Data and AI technologies
Key requirements
  • Strong experience in Technical Service Delivery, IT Service Management or Service Operations
  • Practical knowledge of ITIL processes
  • Proven Incident, Problem and Change Management experience
  • Experience managing technical escalations and coordinating multiple engineering teams
  • Strong process mapping and continuous improvement experience
  • Excellent stakeholder management and communication skills
  • Ability to translate complex technical issues into business/service impacts
  • Experience with cloud hosting environments, Big Data and/or AI technologies
  • Comfortable working with technical teams, suppliers and senior stakeholders
  • Active SC clearance is essential
  • Sole British nationality is required
  • Defence experience is not essential
  • Stakeholder management
  • Effective communication
  • Collaborative cross-functional working
  • ITIL / ITSM
  • Incident/Problem/Change management
  • Cloud hosting environments

Reference: WJ-747_30170876

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