Salary: £55,000 + Bonus + Benefits

Location: Caerphilly (with travel to MoD sites as required)

Security Clearance: SC (must hold or be eligible); DV highly desirable

This is a fantastic opportunity for you, an experienced Technical Service Delivery Manager (T‑SDM) to take ownership of a complex, multi‑domain MOD communications service operating at a very high level of Defence Security.

This is a critical role, responsible for ensuring operational excellence, technical integrity, and resilient service performance across various sites in the UK.

You will play a leading role in shaping service outcomes, representing the voice of the user, and ensuring that operational activity is aligned with secure‑by‑design principles, accreditation boundaries, and technical roadmaps.

Role Overview

As the Technical Service Delivery Manager (T‑SDM), you will lead service operations end‑to‑end, ensuring that services are effective, compliant, and continuously improving. You will coordinate multi‑disciplinary internal teams, suppliers, and military/authority stakeholders to deliver measurable, evidence‑driven results.

Key Responsibilities

• Own end‑to‑end service performance across multi‑domain, secure environments.
• Produce clear SLA dashboards, KPI reporting, and service reviews for senior stakeholders.
• Lead Incident, Problem, and Change Management, including CAB chairing.
• Run structured engagement forums including weekly operational syncs and programme reviews.
• Lead transition activities including UAT, hypercare, service acceptance, and PIRs.
• Ensure CMDB accuracy, RACI clarity, and governance of vulnerability findings.
• Represent Service at technical governance groups and translate technical roadmaps into service actions.
• Oversee patching, obsolescence, lifecycle, and compatibility planning.
• Maintain service blueprints, process maps, and operational documentation.
• Coordinate suppliers within a multi‑vendor environment ensuring end‑to‑end service outcomes.

Core Competencies

• Leadership & collaboration
• Strong communication & influence
• Customer‑centric mindset
• Analytical problem‑solving
• Accountability & resilience

Experience & Skills

Essential:

• 5+ years in IT Service Management/Delivery roles
• Strong ITIL v4 knowledge
• Proven Change Management leadership
• Experience in secure/regulated environments
• Technical understanding across infra, networks, and security
• Stakeholder‑facing reporting experience
• Supplier management experience
• Familiarity with ITSM tools
• Defence environment experience

Desirable:

• ITIL 4 Managing Professional or ISO/IEC 20000, PRINCE2 or PMP, CISSP/CISM or similar, SIAM experience, Knowledge of JSP 440/604 and accreditation processes

Qualifications

• ITIL v4 Foundation (required)
• ITIL v4 Specialist modules (desirable)
• PRINCE2/PMP (desirable)
• Degree in IT or equivalent experience (desirable)
• SC clearance required; DV desirable

If you are a technically capable Service Delivery Manager with experience working with the MOD and who thrives in secure, high‑integrity environments—and you want to play a key role in supporting critical national defence services—we’d love to hear from you.