DV-Cleared Service Delivery Lead (Defense & Security)

Matchtech Group; England; On-site; GBP 65,000 - 90,000; Full time

Job summary

Matchtech Group is seeking a DV-cleared Service Delivery Manager for a contract in the defence and security sector. You will oversee end-to-end service delivery, manage customer relationships and ensure operational, commercial and technical requirements are met to a high standard.

You will act as primary contact for service-related matters, own incidents and change processes, and coordinate with engineering, sales, QA, logistics and compliance to optimise performance and profitability.

Qualifications

• DV clearance required in a highly regulated defence environment.
• Experience in service delivery or similar customer-facing ops.
• Strong knowledge of incident, request, problem, change and configuration management.
• Experience using ITSM tools to record, monitor and report on service performance.
• Knowledge of service contract management, forecasting, invoicing and performance monitoring.
• Excellent stakeholder management and communication skills.
• Strong organisational and project management abilities with attention to detail.
• Commitment to continual improvement and compliance with policies.

Responsibilities

• Act as the main point of contact for service-related matters, building strong relationships with customers and resolving issues promptly.
• Take ownership of customer requests, incidents and get-well plans through to resolution, providing regular updates and supporting post-incident reviews.
• Ensure all incidents and service requests are accurately recorded and maintained within the ITSM tool to support reporting and trend analysis.
• Manage maintenance activities, ensuring work is completed within agreed timescales and properly documented.
• Collaborate with internal and external stakeholders, including engineering, sales, quality assurance, logistics, trade and compliance teams.
• Manage service contract finances, including forecasts, purchase requests, spares, repairs and invoicing, while monitoring cost, quality, time, customer satisfaction and gross profit performance.
• Lead service reviews, maintain project trackers and registers, provide accurate reporting and manage escalations where required.
• Establish and manage customer-facing change management processes, chair Change Advisory Boards and coordinate with asset, configuration management and technical publications teams.

Skills

DV clearance

Service delivery

ITSM processes

Stakeholder mgmt

Incident & change mgmt

Contract management

Financial forecasting

Customer relationships

Job description

Matchtech Group is seeking a DV-cleared Service Delivery Manager for a contract in the defence and security sector. You will oversee end-to-end service delivery, manage customer relationships and ensure operational, commercial and technical requirements are met to a high standard.

You will act as primary contact for service-related matters, own incidents and change processes, and coordinate with engineering, sales, QA, logistics and compliance to optimise performance and profitability.