Service Delivery Manager

Arm; Oxford; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading Defence & Security consultancy in the UK seeks an experienced Service Delivery Manager. You will support the delivery of business services, ensuring compliance and performance. Responsibilities include service onboarding, monitoring performance, and facilitating improvement plans. Ideal candidates will have experience in service coordination and stakeholder engagement, along with familiarity with ITSM tools like JIRA and AWS. This role offers a chance to contribute to crucial projects in a secure environment.

Qualifications

• Experience supporting the delivery and transition of business services.
• Understanding of service governance, risk management, and compliance.
• Ability to communicate effectively with internal and external stakeholders.

Responsibilities

• Support delivery of business services ensuring performance and compliance.
• Coordinate service onboarding and ensure operational readiness.
• Monitor service performance and identify risks and opportunities.

Skills

Service Delivery & Coordination

Governance & Compliance

Stakeholder Engagement

Service Documentation & Process Management

Problem Solving & Escalation Support

Continuous Improvement

Team Collaboration

Tools

ITSM tools (e.g., JIRA, ServiceNow)

Microsoft 365

AWS

Power Automate

Job description

A market leading Defence & Security client of ours is currently in the market for an experienced Service Delivery Manager to work on a secure project. In the role you will be responsible for supporting the delivery of business services, ensuring they meet performance, compliance, and customer expectations.

What you will do as a Service Delivery Manager

• Support the delivery of business services, ensuring they meet performance, compliance, and customer expectations.
• Coordinate service onboarding and transition, working with stakeholders to ensure operational readiness and smooth handover.
• Monitor service performance, identifying risks, issues, and opportunities for improvement.
• Act as a point of contact for service-related issues, managing escalations and supporting resolution across teams and suppliers.
• Facilitate service reviews, gathering feedback and contributing to service improvement plans.
• Maintain service documentation, ensuring processes, configurations, and support materials are accurate and accessible.
• Contribute to service planning, supporting roadmap development and capability growth.
• Support team collaboration, sharing knowledge and contributing to a positive delivery culture.

Core experience you must have

• Service Delivery & Coordination: Experience supporting the delivery and transition of business services, ensuring readiness and performance.
• Governance & Compliance: Understanding of service governance, risk management, and alignment with internal and external standards.
• Stakeholder Engagement: Ability to communicate effectively with internal customers, technical teams, and external partners.
• Service Documentation & Process Management: Experience maintaining service records, support materials, and operational procedures.
• Problem Solving & Escalation Support: Ability to troubleshoot service issues and support resolution across teams.
• Continuous Improvement: Contributing to service maturity through documentation, automation, and feedback loops.
• Team Collaboration: Working effectively across functions and supporting team delivery.

Nice to have skills you could bring to the role

• Experience supporting services across hybrid environments (e.g. on-premise, cloud, SaaS).
• Familiarity with Microsoft 365, AWS, and business platforms such as Dynamics or Power Platform.
• Exposure to ITSM tools (e.g. JIRA, ServiceNow) and workflow automation (e.g. Power Automate).
• Understanding of enterprise IT services such as Active Directory, Exchange, PKI, and monitoring tools.
• Awareness of agile delivery practices and DevOps principles.
• Industry certifications (e.g. ITIL Foundation, PRINCE2, AgilePM).
• Experience working in secure or regulated environments (e.g. defence, government, critical infrastructure).

If this looks like something that could be suitable please don't hesitate to hit apply or contact on or (phone number removed)

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.