Job Description

Job Description

Job Title: NDH(D) Service Delivery Manager

Contract: 12-month contract (potential for extension)

Security: SC required or ability to obtain

Purpose of the Role

The Service Delivery Manager supports the delivery and continuous improvement of the NDH(D) service in alignment with ITIL v3 and Defence/public-sector governance standards. The role ensures that the service is delivered efficiently and to agreed OLA and KPI levels, that performance is monitored, and that service improvements are implemented to meet evolving customer needs and the strategic direction set by Maritime Digital Delivery Services (MDDS) leadership. This role will require an on-site presence at HMNB Portsmouth but could be hybrid, subject to the agreement of the successful candidate and the wider NDH(D) team.

Key Responsibilities

Service Operations

Support day-to-day service delivery across Incident, Problem, Change, and other ITIL-aligned Service Management processes

Ensure adherence to the provisions of all MOUs and OLAs, particularly response and resolution targets

Manage service performance against agreed KPIs and other service metrics

Maintain accurate service documentation and knowledge bases

Coordinate resolver groups across the NDH(D) team, suppliers, and wider RN/MOD

Lead on Major Incident Management and service-restoration activities

Coordinate with wider ISS team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience

Service Reporting

Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks

Develop and maintain dashboards in relevant Service Management toolsets

Support audit evidence gathering and compliance checks as required

Continuous Improvement

Identify trends, recurring issues, and improvement opportunities

Lead the creation, implementation and monitoring of Service Improvement Plans (SIPs) as required

Take ownership of operational processes and lead work to improve them and develop the service wrap

Tooling

Lead the identification and adoption of suitable tools to enhance the management of the NDH(D) service and introduce automation of service management tasks where appropriate

Lead the optimisation of existing tools and capabilities within the NDH(D) service to enhance the service wrap

Governance & Assurance

Ensure compliance with NDH(D) policies and procedures, and relevant MOD regulations (e.g., JSP 453/JSP 440)

Support audit activities and maintain accurate records as required

Ensure effective operation of change and configuration management processes

Ensure asset data (software and licenses) is up to date and accurate

Define and agree MOUs and OLAs with enabling and supporting organisations as necessary

Stakeholder Engagement

Develop and agree OLAs with customers as necessary

Provide clear, accurate communication with customers, internal teams, and suppliers

Lead service reviews, operational meetings, and customer updates as required

Required Skills & Experience

Essential

ITIL v3 Foundation (minimum)

Experience working in a structured ITSM environment

Experience operating key ITIL processes (Incident, Problem, Change, Release and Deployment, Asset and Configuration Management)

Working knowledge of Remedy ITSM tool

Experience using other ITSM tools (eg JIRA, Confluence)

Data analysis and dashboard/report creation

Strong communication and documentation skills

Desirable

ITIL 4 Foundation

Knowledge of Defence Digital, JSP guidelines, and secure environments

Experience of Major Incident coordination

Experience of implementing process development and maturation to support a complex and evolving service.

Behaviours

Self-starter, comfortable working autonomously

Able to think independently to solve problems and prioritise across multiple strands of activity

Customer focus

Accountability and ownership

Clear communication

Good judgement under pressure

Continuous improvement mindset, able to identify opportunities to improve processes/systems/organisations

Stakeholder diplomacy and tact

Detail-oriented with strong operational discipline

Person Specification (Essential & Desirable Criteria)

Essential Criteria

ITIL v3 Foundation certified

Experience supporting or delivering ITIL v3 processes

Working experience with Remedy and other ITSM tools

Strong understanding of service operations principles

Ability to interpret SLAs/OLAs, analyse data and produce reporting packs

Excellent verbal and written communication

Eligibility and willingness to undergo SC clearance

Experience working with multiple resolver groups or suppliers

Desirable Criteria

ITIL 4 Foundation

Experience in MoD, Defence Digital, or other secure UK Gov environments

Knowledge of JSPs or public-sector governance frameworks

Problem Management / RCA experience

Understanding of XLAs, user-experience metrics

Experience with service improvement initiatives

Knowledge of automationGuidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy