IT Service Delivery Manager Ref. 3497

MI5; London; On-site; GBP 49,000 - 60,000; Full time

Job summary

MI6 is seeking a dedicated individual to join their innovative team, managing ICT service delivery to protect the UK. This role involves collaborating with stakeholders, applying methodologies like Agile, and ensuring effective service management. With a focus on teamwork and problem-solving, you'll contribute to vital national security efforts while enjoying a supportive work environment and opportunities for professional development.

Benefits

25 Days Annual Leave

Personal Learning Budget

Interest-free season ticket loan

Cycle to work scheme

Gym facilities

Paid parental leave

Qualifications

• Experience in service management roles such as manufacturing or construction.
• Understanding of service management frameworks.

Responsibilities

• Manage service delivery of ICT services.
• Identify and mitigate risks across digital transformation programs.

Skills

Problem Solving

Strategic Thinking

Collaboration

Education

PRINCE2 Certification

ITIL Version 4

Tools

Agile

Scrum

Job description

Flexible Working: Due to the nature of the role, homeworking will not be possible. However, we do support full-time, part-time, compressed, and flexible working patterns.

About Us

We’re MI6, also known as the Secret Intelligence Service (SIS). Our mission is to protect the security and economic well-being of the UK from overseas threats such as regional instability, terrorism, and cyber-attacks. Working across the globe and in close partnership with MI5 and GCHQ, we help the Government counter these threats through the provision of secret intelligence. A role in MI6 will see you providing vital support to this work within a supportive and encouraging environment that puts the emphasis on teamwork.

The Role

As part of an innovative team, you’ll be working in a unique and challenging environment, delivering a portfolio of products that will help us protect the UK. From supporting the rollout of new devices to updating devices with new capabilities, your role will be to manage the service delivery of information and communications technology (ICT) services.

You’ll be working with teams from IT Service operations, and day to day, you’ll be busy adapting to competing deadlines and keeping the team on track. Everything from attending meetings in preparation for the week ahead, to assessing and organising service requests, to long-term planning and auditing. Through it all, you’ll be the main point of contact for our customers and stakeholders, ensuring products are delivered to expectations.

You’ll also be responsible for identifying, handling, and mitigating risk, working with stakeholders and external partners across programmes such as digital transformation. You don’t need to be a subject matter expert; your knowledge and application of different methodologies, such as Agile, will be sufficient to focus on our tech portfolio. Due to the nature of our mission, this role will be uniquely complex, but the work will always be rewarding.

About You

To be successful in this role, it is important that you understand a service management framework. While a background in IT is not necessary, you should have experience with methodologies such as PRINCE2, Agile, Scrum or ITIL (version 4 or earlier). With a solid background in a service management role such as in manufacturing or construction, you’ll be well-equipped to apply these principles to projects.

A resilient problem-solver with innate curiosity, you’ll be comfortable thinking strategically, bringing innovation to the team, and collaborating on change initiatives. Crucially, you’ll be a team player with a proactive approach, able to show competence across requirements and resource management, planning, assurance, budgeting, cost management, and governance.

Training and Development

We’re committed to developing our staff and recognise this will look different for everyone. That’s why we have an exceptional skills community dedicated to supporting you. You’ll receive a comprehensive induction to the organisation, helping you understand how we operate. This will be followed by a team-specific induction and on-the-job training, ensuring you gain a well-rounded understanding of your role and smoothly integrate into the team.

Throughout your time with us, you’ll have control over your career path. Access to tailored training, coaching, and mentoring, alongside plenty of progression opportunities, is available. The Project Delivery Capability framework will serve as a compass, providing guidance and tools as you develop. Additionally, we provide support and funding towards professional qualifications if you choose. Whatever your goals, we’ll work with you to build the skills you need to excel in your role and build a really fulfilling career with us.

Rewards and Benefits

You’ll receive a starting salary of between £49,053 plus other benefits including:

• 25 Days Annual Leave automatically rising to 30 days after 5 years' service, and an additional 10.5 public and privilege holidays
• Opportunities to be recognised through our employee performance scheme
• Personal Learning Budget
• Interest-free season ticket loan
• Cycle to work scheme
• Facilities such as a gym, restaurant and on-site coffee bars (at some locations)
• Paid parental and adoption leave

At MI6, diversity and inclusion are critical to our mission. To protect the UK, we need a truly diverse workforce that reflects the society we serve. This includes diversity in every sense of the word: those with different backgrounds, ages, ethnicities, gender identities, sexual orientations, ways of thinking and those with disabilities or neurodivergent conditions. We therefore welcome and encourage applications from everyone, including those from groups that are under-represented in our workforce such as women, those from an ethnic minority background, people with disabilities and those from low socio-economic backgrounds.

Find out more about our culture, working environment and diversity on our website.

There is a wide range of extra support available throughout the recruitment process to enable you to do your best, see our website https://www.sis.gov.uk/how-to-apply for information on the reasonable adjustments we offer.

We’re Disability Confident

MI6 is proud to have achieved Leader status within the DWP’s Disability Confident scheme. This is aimed at encouraging employers to think differently about disability and take action to improve how they recruit, retain, and develop disabled people. As a Disability Confident Leader, we aim to ensure that a fair and proportionate number of disabled applicants who best meet the essential minimum criteria for this position, will be offered an interview, if it is practical for us to do so. This is our ‘Offer of Interview’ (OOI). To secure an interview for this vacancy, the essential criteria (in order of application process) are:

• PRINCE2 certification in Agile, Scrum or ITIL (Information Technology Infrastructure Library) version 4 or earlier.
• Solid background in a service management role (e.g. manufacturing or construction).

What to Expect

Our recruitment process is fair, transparent, and based on merit. Here is a brief overview of each stage, in order:

• Pre-screening questions: These will ensure you meet our initial eligibility to apply.
• Application sift: This will assess your motivation for the role, the organisation, and your relevant background.
• Online interview: This will include HR, motivational and competency questions.
• In person interview: This will include technical specialism questions.
• Conditional offer: If successful, you’ll receive a conditional offer of employment, subject to vetting.

Please note, you must successfully pass each stage of the process to progress to the next. Your application may take up to 12 months to process including vetting, so we advise you to continue any current employment until you have received your final job offer.

Before You Apply

To work at MI6, you need to be a British citizen or hold dual British nationality. You can read our full eligibility criteria here .

This role requires the highest security clearance, known as Developed Vetting (DV). It’s something everyone in the UK Intelligence Community undertakes. You can find out more about the vetting process here .

Please note we have a strict drugs policy, so once you start your application, you can’t take any recreational drugs, and you’ll need to declare your previous drug usage at the relevant stage.

Before you apply, we advise you to consider setting up a separate email address for your contact with us, to ensure your personal and application correspondence remain separate. Try to avoid having identifying features in your email address, such as your first and/or surname and date of birth. This is good practice and will help you to manage your application with us more securely.

Please note, you should only launch your application from within the UK. If you are based overseas, you should wait until you visit the UK to launch an application. Applying from outside the UK will impact our ability to progress your application. You should not discuss your application, other than with your partner or a close family member.

Right to Withdraw Statement

Please be aware that we reserve the right to bring forward the closing date for this role from the original closing date once a certain number of applications have been received. Please be mindful of this and submit your application at your earliest convenience to avoid disappointment.