SC Cleared - Incident/Service Delivery Manager
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Incident / Service Delivery Manager - SC level Security Clearance - ITIL, Remedy,
Rate: Negotiable
Duration: 6 months initially (Outside IR35)
Location: Remote with occasional travel to Bath or other sites.
Must have active SC Clearance.
The programme delivers a sustainable, integrated, and cohesive information capability that supports the delivery of evidence-based medical and dental health outputs aligned with the objectives of the Medical Services.
The Service Delivery Manager sits within the Service Management team and reports to the Engagement Lead. The role maintains end-to-end accountability for customer satisfaction and delivery excellence within the defined service area.
This position plays a critical role in building strong Service Provider to Customer relationships, acting as the key link between the customer and operational delivery teams.
Role Responsibilities
The Service Delivery Manager provides governance across all service areas including service management, ITIL processes, continual service improvement, and customer satisfaction
Key responsibilities include:
- Maintaining end-to-end accountability for service performance and delivery excellence
- Driving high customer satisfaction by ensuring service quality and meeting agreed SLAs and KPIs
- Identifying opportunities to enhance service performance and operational efficiency
- Supporting and embedding Continual Service Improvement (CSI) initiatives across service delivery
- Understanding the customer’s business challenges and priorities, ensuring services deliver measurable business value
- Providing clear reporting across the contract including:
- Customer relationship status
- KPI and SLA performance
- Resourcing levels
- Project pipeline
- Risks and issues
- Building strong relationships with key stakeholders including Service Managers, Service Owners, Product Owners, Process Owners, suppliers, and third parties
- Supporting and championing ITIL processes including Incident, Problem, and Change Management
Additional Responsibilities
The successful candidate will also be expected to:
- Demonstrate excellent written and verbal communication skills
- Confidently engage with senior and executive stakeholders
- Proactively identify improvement opportunities
- Work independently while managing multiple priorities
- Identify, track, and resolve risks and issues
- Make decisions autonomously while seeking guidance when required
Skills and Experience
- Proven experience working as a Service Delivery Manager or ITSM Service Manager
- Experience working within a mature ITIL-based service management environment
- Strong understanding of IT Service Management across both development and operational service delivery
- Experience managing virtual teams
- Familiarity with ITSM tools such as Remedy (desirable)
- Advanced reporting skills using tools such as:
- Excel
- PowerPoint
- Power BI
- Experience developing reporting frameworks from requirements gathering through to operational delivery
- Strong technical understanding of IT infrastructure and cloud-based solutions
- ITIL v3 or v4 Foundation certification
- Experience working with Agile and Lean methodologies
Key Strengths
- Adaptable and open to new technologies, tools, and processes
- Strong leadership and stakeholder management skills
- Ability to perform effectively under pressure
- Commercial awareness and ability to identify business opportunities
- Highly organised with a methodical approach
- Excellent communication and listening skills, able to tailor messaging to different audiences
- Strong analytical and problem-solving capabilities
- Ability to analyse performance data, trends, and service metrics