IT Service Delivery Manager – Defence Department

About the role

We are seeking an experienced IT Service Delivery Manager to lead the General Operations Service Delivery team within our Defence department. Based in North East Bristol, you will ensure that IT services are secure, compliant and aligned with organisational priorities, working closely with Cyber Security, Solutions Architecture and Information Governance colleagues.

Key responsibilities

• Lead, develop and motivate the IT Service Desk (General Operations) team.
• Design, implement and continuously improve service support processes following ITIL best practice.
• Define service design standards, SLAs and monitoring mechanisms.
• Own Incident, Request, Change and Escalation processes, including major incident coordination.
• Chair the Change Advisory Board (CAB) when required.
• Produce KPI reports for senior leadership and drive service improvement initiatives.
• Support service catalogue design and automation projects.

Required profile

• Minimum 3 years’ experience as a Service Delivery Manager.
• Strong communication, influencing and stakeholder‑management abilities.
• Proven track record of building and developing technical teams.
• ITIL v4 Foundation qualification.

Required skills

• ITIL v4

What we offer

• Salary range £54,102 – £67,056 per year.
• Full‑time permanent role.
• On‑site office in North East Bristol with parking.