Global Service Delivery Manager - SC Cleared

ARM International; Reading; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

ARM International is seeking a Service Delivery Manager to own end-to-end service management across the UK, Italy and Japan. The role requires active SC clearance and involves coordinating regional delivery teams, governance, and cross-supplier improvements.

You will act as the senior escalation point for incidents, define performance measures, and ensure service reporting reflects user experience alongside contractual performance.

Qualifications

• Significant experience leading service delivery in a complex, multi-supplier or enterprise environment.
• Experience in defence, aerospace, government or another security-regulated environment.
• Strong working knowledge of ITIL 4 service management and service integration principles.

Responsibilities

• Own the end-to-end service management relationship and provide clear accountability for global service outcomes.
• Lead global service reviews, governance and executive reporting with visible trends and decisions.
• Set the service performance approach for SLAs, XLAs and operational measures across regions.
• Coordinate regional delivery teams to represent local needs in global governance.
• Maintain cross-supplier service improvement plans and track benefits to completion.
• Act as senior escalation point for material issues and incidents within governance guardrails.
• Oversee demand forecasting, capacity planning and service scaling across locations and suppliers.

Skills

Multi-supplier service delivery

ITIL 4

Executive stakeholder management

Global/tri-country delivery

ServiceNow knowledge

Security-regulated environment

Education

ITIL certification

Tools

ServiceNow

Job description

ARM International is seeking a Service Delivery Manager to own end-to-end service management across the UK, Italy and Japan. The role requires active SC clearance and involves coordinating regional delivery teams, governance, and cross-supplier improvements.

You will act as the senior escalation point for incidents, define performance measures, and ensure service reporting reflects user experience alongside contractual performance.