Service Delivery Manager

Carbon60; Portsmouth; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading IT services provider in Portsmouth is seeking an experienced IT Service Manager to support IT services across a secure environment. You will be responsible for service operations, improving processes, and managing tools like Jira and Confluence. Ideal candidates have an ITIL 4 Foundation (with a preference for Managing Professional), experience in service operations, and strong communication skills. This opportunity offers the chance to lead a team and enhance the service management function in a dynamic operational setting.

Qualifications

• Minimum ITIL 4 Foundation certification required.
• Experience in Service Operations or ITSM environment is essential.
• Proficient in delivering processes at ISO/IEC 20000 standards.

Responsibilities

• Support ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk.
• Monitor technology services performance and maintain service reporting.
• Implement continual service improvement initiatives.

Skills

Strong communication skills

Stakeholder engagement

Analytical skills

Education

ITIL 4 Foundation

ITIL 4 Managing Professional

Tools

Jira Service Management

Confluence

Job description

MDA IT Service Manager

Location: Portsmouth (Hybrid)
Clearance: SC (must be able to obtain)
Contract: This role is able to be offered on a permanent or contracted basis. If contract, this will run until 30th April 2028.

We are seeking an IT Service Manager to support the delivery, coordination, and improvement of IT services across a secure MoD Private Cloud environment.

This role is ideal for an experienced Service Manager looking to step into a broader service-management position aligned to ITIL 4, ISO 20000, at a minimum SFIA Level 4.

You will be responsible for supporting day-to-day service operations, maintaining service reporting, coordinating incidents and changes, and improving service processes using Atlassian tools (Jira Service Management, Confluence, Jira Assets).

What you'll do

• Support effective delivery of ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk.
• Monitor technology services performance. Maintain accurate and timely service reporting, KPIs, dashboards, and performance insights.
• Maintain knowledge bases, SOPs and service documentation in Confluence.
• Support service improvements, value-stream optimisation and ISO 20000 compliance activities.
• Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules.
• Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through to Maturity and Capability Level 5.
• Maintain risk and issue registers, ensuring robust disaster recovery (DR) and business continuity (BC) arrangements.
• Assist with Major Incident coordination and service-restoration activities.
• Contribute to governance and compliance across cyber security, data protection, and information assurance domains.
• Lead, develop, and mentor IT service and support staff to maintain performance and capability.

What you'll bring

• ITIL 4 Foundation (minimum), ITIL 4 Managing Professional is preferred.
• Experience working in a Service Operations or ITSM environment.
• Experience of Jira Service Management and Confluence.
• Experience of delivering processes at ISO/IEC 20000 standards.
• Strong communication, stakeholder engagement, and analytical skills.

This is an excellent opportunity to lead and develop a Service Management function, on the journey to achieving ITIL4 Maturity and Capability Level 5 within a high-impact operational environment.