IT Service Manager

weServed; West of England; On-site; GBP 65,000 - 80,000; Full time

Benefits offered by this job

Generous holiday allowance

Pension with life assurance

Aviva DigiCare+ health supports

Employee shopping portal

Payment of professional fees

10 days special paid leave for Reservi

Holiday Trading

Be Kind Day

Job summary

Babcock is seeking an IT Service Manager at The Bristol Technology Centre, Bristol, Gloucestershire. You will own end-to-end IT service delivery for a key aviation customer, build trusted stakeholder relationships, and drive service excellence in a highly visible, customer-facing role.

You will influence service strategy, lead continual improvement, and work within a global engineering and defence organisation. Role is on-site, 37.5 hours/week, with travel to other sites.

Qualifications

• Experience in IT service management and service delivery.
• Proven ability to manage customer-facing services and stakeholder relationships.
• Experience producing reports for senior stakeholders and presenting findings.

Responsibilities

• Own end-to-end IT service delivery for a key customer.
• Lead regular service review meetings and report against SLAs.
• Manage incidents and escalate resolutions during major incidents.
• Drive Service Improvement Plans to enhance service delivery.
• Represent the Engagement Delivery Team at executive meetings and site visits.

Skills

IT Service Mgmt

Stakeholder mgmt

Service improvements

Incident management

Client-facing

Leadership

Education

PRINCE2

ITIL Foundation/Practitioner

Tools

Cisco

Microsoft

ITIL

Job description

Job Title: IT Service Manager

Location: Bristol, Gloucestershire

Compensation: Competitive + Benefits

Role Type: Full time / Permanent

Role ID: SF74843

Shape the future of aviation technology while delivering services that keep critical operations running

At Babcock, we’re working to create a safe and secure world, together. If you join us, you can play your part as an IT Service Manager at The Bristol Technology Centre, near Bristol, Gloucestershire.

The role

As an IT Service Manager, you'll be the single point of accountability for end-to-end IT service delivery to a key aviation customer. This is a highly visible, customer-facing role where you'll build trusted stakeholder relationships, drive service excellence, and ensure critical technology services are delivered to the highest standards.

Working at the heart of our Engagement Delivery Team, you’ll have the opportunity to influence service strategy, lead continual improvement initiatives, and make a direct impact on customer success. If you're passionate about delivering exceptional IT services, managing complex stakeholder relationships, and helping support vital aviation operations, this role offers an exciting platform for career growth within a global engineering and defence organisation.

Day-to-day, you’ll be required to:

• Building and maintaining strong relationships with customer stakeholders as the key interface between Babcock IT and the customer.
• Leading regular service review meetings, presenting performance against contractual commitments and service levels.
• Managing customer escalations and overseeing communications and resolution during major incidents.
• Driving customer-focused Service Improvement Plans that enhance service delivery and user experience.
• Representing the Engagement Delivery Team through executive communications, stakeholder engagement, and customer site meetings.

This role is 37.5 hours per week and is based on-site at The Bristol Technology Centre. Travel to other Babcock and customer sites will be expected

Essential experience of the IT Service Manager

• Experience managing operational IT delivery teams or resolving complex IT service issues.
• Experience producing reports for senior stakeholders and presenting findings effectively.
• Strong understanding of IT services and their relationship to wider business objectives.
• Demonstrable experience managing customer-facing services and stakeholder relationships.
• Proven ability to drive service improvements and maintain high levels of customer satisfaction.

Qualifications for the IT Service Manager

Essential:

• Relevant experience in IT service management, service delivery, or customer-facing technology environments.

Desirable:

• PRINCE2 or equivalent project management qualification.
• ITIL Foundation or Practitioner certification.
• Technical qualifications such as Cisco, Microsoft, or equivalent certifications.

Security Clearance

The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

What we offer

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually.
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity

Babcock

We’re Babcock — a global FTSE 100 organisation with over 26,000 people working together to make a difference.

Here, you’ll be part of something bigger. From initial design to final decommissioning, your work will contribute to products and services that are essential to national security and public infrastructure. Together, we’re building a future that lasts — not just through the impact we make, but through meaningful careers that respect your work-life balance.

We call that lifetime engineering.

Join us and see how far we can go, together.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [e-mail] with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

Closing date: 27/07/2026