Find your next tech and IT Job or contract Service Delivery Manager

Location:Slough, 5 days per week onsiteOutside IR35Purpose:As the IT Service Delivery Manager, you will be responsible for transforming our IT service processes and procedures from a reactive firefighting posture into a proactive and streamlined service delivery function. You will lead the development and implementation of ITIL-based best practices, tailored specifically to meet the needs of our organisation, which encompasses diverse business units and technology stacks. This role is ideal for someone with a proven track record of driving change and building IT service maturity within organisations with underdeveloped service capabilities. You will focus on reducing incidents, enhancing service quality, and establishing a structured and well-documented IT service management environment. Additionally, you will mentor and develop a dedicated IT team member to take over and manage the service once fully operational. Key Responsibilities:1. Service Transformation:o Assess and understand the current IT service delivery landscape, including gaps, challenges, and opportunities for improvement.o Develop a strategic plan to transform the IT Operations team from reactive issue resolution to proactive service delivery.o Implement ITIL processes and best practices, including incident, problem, change, and service request management. 2. Process Improvement & Best Practices:o Design, implement, and improve service management processes to ensure efficient and effective IT service delivery.o Establish service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to monitor and measure performance.o Develop and maintain a comprehensive service catalogue and ensure alignment with business needs. 3. Stakeholder Engagement:o Serve as the primary point of contact for IT service delivery, engaging with business stakeholders to understand service requirements and ensure alignment with business objectives.o Communicate effectively with internal and external customers, providing timely updates on service-related matters and setting realistic expectations. 4. Team Leadership and Mentorship:o Provide guidance and leadership to the IT Support team, ensuring they are equipped with the right skills and knowledge to deliver high-quality IT services.o Mentor and develop a key individual to manage the IT service once the processes and tools have been successfully implemented.o Foster a culture of continuous improvement within the IT Service, Network and Business applications team. 5. Incident and Problem Management:o Lead efforts to reduce incident volume by identifying root causes and implementing preventive measures.o Oversee the resolution of major incidents and implement long-term fixes to minimise service disruptions. 6. Tool and Technology Implementation:o Assess, select, and implement appropriate IT service management (ITSM) tools to support the ITIL framework and streamline service delivery.o Ensure proper documentation and knowledge management to support future service scalability. Key Qualifications:* Experience:o Proven success in IT service management, including IT service delivery, IT operations, and service improvement.o Proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions.o Experience in implementing ITIL practices and leading IT service transformations in complex environments with diverse technology stacks. * Skills:o Strong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management.o Experience working with ITSM tools such as Manage Engine or similar.o Excellent communication and stakeholder management skills, with the ability to influence and manage expectations at all organisational levels.o Strong leadership and mentoring skills to guide and develop team members. * Certifications:o ITIL Foundation Certification (v3/v4) is required. Advanced ITIL certifications are a plus.o Additional relevant certifications (e.g., PMP, Prince2, COBIT) are a plus. Preferred Candidate Attributes:* A proactive, hands-on approach to driving change and service improvement.* Strong problem-solving skills, with a track record of reducing incident volumes and improving service reliability.* Ability to adapt quickly to a complex IT environment with competing demands and challenges.* Experience in mentoring or coaching individuals for future leadership roles. Why Join Us?* Opportunity to lead and shape IT service transformation in a complex, dynamic environment.* Work alongside a talented team, helping to build a culture of continuous improvement.* An exciting challenge for someone passionate about creating best-in-class IT services and developing the next generation of IT leaders.LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.

Senior Service Delivery Manager Position Description The Space, Defence and Intelligence business unit in CGI is a true IT Systems Integrator. We work, build, and operate bespoke, technically complex, mission-critical systems which help our clients keep us all safe and secure. We bring innovation to our clients using proven and emerging technologies, agile delivery processes and our deep expertise across the breadth of space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We work collaboratively with global technology companies, cutting edge SMEs and academia to deliver the optimal solution for each client. CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the 'World's Best Employers' by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go. Due to the secure nature of the programme, you will need to hold the highest level of UK Security Clearance or be eligible to go through this clearance. This role will be based in the Reading or Leatherhead office 1-2 days a week. Your future duties and responsibilities We are seeking a highly skilled and experienced Senior Service Delivery Manager to lead the operations and maintenance of the Live System. This critical national infrastructure is a global service. The system operates 24/7 and demands the highest levels of availability, security, and performance. As the Senior Service Delivery Manager, you will define the strategic vision for the live service and manage a team of approximately 50 IT professionals to ensure seamless operation, compliance with SLAs, and the successful delivery of fixes and small enhancements via Agile teams. Key Responsibilities • Strategic Oversight: Define the strategic vision and ensure alignment with the goals of the DMS and contractual obligations. • Team Leadership: Oversee a global team ensuring 24/7 system operations, maintenance, and monitoring to maintain system availability and performance. • Incident Management: Lead incident response and troubleshooting for critical system issues. • System Upgrades: Oversee deployment of software updates, patches, and hardware upgrades with minimal service disruption. • Collaboration: Work closely with development teams to seamlessly transition major enhancements into the live service. • Change Management: Maintain a robust and efficient change management process. • Stakeholder Management: Serve as the primary contact for internal and external stakeholders, ensuring transparent communication on system status. • Governance: Chair the monthly service board and weekly service meetings with the client, ensuring alignment on priorities. • Reporting: Produce detailed client reports on a weekly and monthly basis, as well as internal performance reports. • Financial Management: Manage service budgets effectively to ensure cost efficiency. Required qualifications to be successful in this role Required Skills and Experience • Proven experience in live service delivery management for critical national infrastructure. • Strong leadership skills, capable of managing a global IT team in a high-pressure environment. • Expertise in incident management, troubleshooting, and operational excellence. • Familiarity with Agile methodologies, specifically SAFe Agile, for delivering fixes and small enhancements. • Robust understanding of change management processes and service transition. • Exceptional communication and stakeholder management skills, able to operate at a senior level and balance competing demands. • Proficient in chairing high-level meetings and producing comprehensive reports. • Financial acumen to manage and monitor service budgets effectively. Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because... You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team-one of the largest IT and business consulting services firms in the world.

Dstl Porton Down, Salisbury, Wilts, SP4 0JQ or Dstl Portsdown West, Fareham, PO17 6AD An exciting opportunity for a Senior Service Compliance Manager has arisen within Dstl Digital - could you be our new team member? Are you a Service Delivery Contracts Manager committed to delivering a high-quality service? If so, Dstl Digital has an opportunity for you to oversee and manage the contracts underpinning the organisations infrastructure and services. This fundamental role will see you managing a portfolio of contracts, lead on procurement contracts and enforce compliance with Service Level Agreements (SLA's). You will establish and maintain effective working relationships with 3rd party vendors. Why Dstl Digital? The pride of supporting the digital infrastructure underpinning the wider organisation to enable effective Science and Technology delivery, the people and wider Dstl benefit offerings. Dstl recognises the importance of diversity and inclusion as people from diverse backgrounds bring fresh ideas. We are committed to building an inclusive working environment in which each employee fulfils their potential and maximises their contribution. You will: Manage a portfolio of digital contracts, including software development, IT services, and digital solutions, ensuring compliance with contract terms and conditions. Identify and mitigate risks associated with digital contracts. Prepare and deliver reports on contract status, vendor performance, and financial metrics to senior management and stakeholders Leadership As a leader in Defence you will help shape, role model and bring to life the ‘One Defence' mindset that will enable us to deliver our vision and strategic objectives. Your leadership style must be inspiring, confident and empowering. Working at every level of our organisation to break down silos, unite teams and create a culture that is trusting, collaborative, innovative, diverse and inclusive. Enabling us to deliver with pace and agility through the skills, commitment and empowerment of our employees and military colleagues. Safety at Dstl You must appreciate and be responsible for the health and safety of yourself and others; You will drive and influence a proactive and positive health and safety culture whereby everyone is empowered to report their concerns, no matter how small, and to stop work where they feel it is unsafe; About you: You will be an experienced contracts management professional managing external service level agreements. Have, or be willing to obtain Cabinet Office Practitioner or above certification Effective communicator, influencer and advocate for continuous improvement. Interested? Find out more in the candidate pack attached to Civil Service Jobs. To find out more about the service compliance manager, view the full profile within the candidate information pack. Important Information Our work in defence, security and intelligence requires our employees to be UK Nationals who are able to gain a high level of security clearance to undertake the projects we are involved in to protect us from security threats. For this reason, only UK Nationals will be able to apply for this role. If you are an international or dual-national candidate, and you think you have the skills we need, please consider applying to any of our government, security or defence partners. This role will require full UK security clearance and you should have resided in the UK for the past 5 years. For some roles Developed Vetting will also be required, in this case you should have resided in the UK for the past 10 years. If you are a current Dstl employee you must ensure your line manager is aware of your application and the potential situation regarding release dates, if successful and a start date is not agreed it could result in the job offer being withdrawn. Cabinet Office Practitioner or above contract management professional standards certification (or a willingness to achieve this). We'll assess you against these behaviours during the selection process: Leadership Making Effective Decisions Managing a Quality Service Seeing the Big Picture Changing and Improving Benefits Dstl's full range of great benefits can be found in the information pack which includes: Financial : An excellent pension scheme starting from 26% employer contribution (). In Year Rewarding Achievement bonuses and thank you vouchers. Rental deposit scheme and cycle to work scheme. : Options include alternative working patterns such as; compressed hours (e.g. working a 4 day week/ 9 day fortnight), job shares and annualised hours (agreed number of hours per annum paid monthly i.e. working term-time only). Working hours: Flexibility around your working day (e.g. start time, finish time). Ability to bank hours in a 12 month reference period including the ability to accrue and use 3 days per calendar month. Where you work: Depending on your role, blended working may be available including remote working to suit you and your team. This can be discussed at interview. Annual leave: 25 days pro rata (rising to 30 after 5 years) plus 8 public holidays with the ability to buy/sell 5 additional days per annum. Family: Maternity, adoption or shared parental leave of up to 26 weeks with full pay, an additional 13 weeks statutory pay and a further 13 weeks unpaid Learning and Development: Dstl encourages and supports charterships, accreditations and provides employees access to fully funded apprenticeships up to level 7 (Masters Degree). Dstl will pay for 2 memberships with relevant bodies/institutions. Employees also have access to Civil Service Learning. Facilities: Onsite parking, EV Charging points, restaurants, cafés and gyms. Pension Alongside your salary Defence Science and Technology Laboratory contributes a minimum of £15,558 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides This vacancy is using , and will assess your Behaviours and Experience. We want you to have your best chance of success in our recruitment process, so If at any stage of the application process you would like help or assistance please contact the Dstl Recruitment Team and we will do all we can to support you. Sifting will take place week commencing the 27th January 2025 with interviews to be arranged from the 24th February 2025 Interviews will consist of a combined technical & behavioural based interview Feedback will only be provided if you attend an interview or assessment.Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is . .People working with government assets must complete checks.Open to UK nationals only. This job is not open to candidates who hold a dual nationality.The sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's .The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the and the .