Service Delivery Manager

CBSbutler Holdings Limited trading as CBSbutler; Romsey; Hybrid; GBP 85,000 - 95,000; Full time

Job summary

CBSbutler Holdings Limited trading as CBSbutler in Romsey is seeking an experienced Service Delivery Manager to own the delivery and ongoing support of complex, high-value products and systems for UK and international customers. The role is hybrid, with around two days on-site per week, and is customer-facing and commercially focused.

You'll be the key contact for customers, driving service quality, managing incidents and escalations, coordinating with engineering, commercial teams and external

Qualifications

• Experience delivering services around complex, high-value products or systems.
• Regulated Defence or National Security environment experience.
• Strong stakeholder management, including senior-level engagement.
• Budgets, contracts and commercial performance management.
• Project/change management with governance, reporting and escalations.
• Knowledge of ITIL v3 or v4.
• Experience contributing to Defence bids, tenders and proposals.
• Awareness of DEF STAN 00-600, Through-Life Support.
• Degree or equivalent professional experience.

Responsibilities

• Own the end-to-end Service Delivery relationship for key Defence/National Security customers.
• Manage customer requests, incidents, escalations and get-well plans through to resolution.
• Build relationships with customers and act as the trusted contact for service matters.
• Coordinate with Engineering, Sales, QA, Logistics, Trade & Compliance and external suppliers.
• Manage service contracts, forecasts, purchase orders, invoicing and commercial performance.
• Track performance across Cost, Quality, Time, CSAT and Gross Profit.
• Lead service reviews, RAID/RAIDO logs and provide programme reporting.
• Establish and manage Change Management processes, including chairing CABs.
• Support bids and tenders across PQQ, RFQ, RFP and ITT, including SOWs and proposals.
• Drive continuous improvement across Service Support and Service Delivery.
• Support sustainable and profitable growth through exceptional customer satisfaction.

Skills

Service Delivery / Service Management

Customer management

Senior stakeholder engagement

Budgets & contracts

Project / change management

ITIL v3/v4

Defence bids / proposals

DEF STAN awareness

Degree or equivalent experience

Education

Degree / HND / HNC or equivalent

Job description

Job title: Service Delivery Manager

Location: Romsey / Hybrid - typically 2 days per week onsite

Salary: £85,000-£95,000

Bonus: up to 6%

Candidates must be willing and eligible to undergo SC and DV security clearance

We're looking for an experienced Service Delivery Manager to join a growing Defence and National Security organisation in Romsey, taking ownership of the delivery and ongoing support of complex, high-value products and systems for UK and international customers.

This is a genuinely customer-facing, commercially focused Service Delivery role ideal for someone who thrives at the intersection of customers, engineering, suppliers, commercial teams and technical delivery.

What you'll be doing

You’ll become a key point of contact for customers, ensuring services are delivered to the highest standards while taking ownership of issues, escalations, change and continuous improvement.

Your responsibilities will include:

• Owning the end-to-end Service Delivery relationship for key Defence/National Security customers.
• Managing customer requests, incidents, escalations and get-well plans through to resolution.
• Building strong relationships with customers and acting as the trusted point of contact for service matters.
• Coordinating with Engineering, Sales, QA, Logistics, Trade & Compliance and external suppliers.
• Managing service contracts, forecasts, purchase orders, invoicing and commercial performance.
• Tracking performance across Cost, Quality, Time, CSAT and Gross Profit.
• Leading service reviews, maintaining RAID/RAIDO logs and providing accurate programme reporting.
• Establishing and managing customer-facing Change Management processes, including chairing CABs.
• Supporting bids and tenders across PQQ, RFQ, RFP and ITT, including estimates, Statements of Work and technical proposal content.
• Driving continuous improvement across Service Support and Service Delivery.
• Supporting sustainable and profitable business growth through exceptional customer satisfaction.

What we're looking for

We're interested in people who have experience delivering services around complex, high-value products or systems, ideally within a highly regulated environment.

You’ll ideally bring:

• Proven Service Delivery / Service Management / Customer Support experience.
• Experience working within Defence, National Security or a similarly regulated environment.
• Strong customer and stakeholder management skills, including senior-level engagement.
• Experience managing budgets, contracts and commercial performance.
• Project/change management experience, including governance, reporting and escalations.
• Knowledge of ITIL v3 or v4.
• Experience contributing to Defence bids, tenders and proposals.
• Ideally, awareness of DEF STAN 00-600, Through-Life Support and/or Knowledge in Defence (KiD).
• A degree/HND/HNC or equivalent relevant professional experience.

Why this role?

This isn't a traditional IT Service Manager position. You'll be working with high-value Defence technology and complex systems, influencing customer relationships, commercial performance and the quality of service delivered throughout the system lifecycle. It's an opportunity to take genuine ownership, work closely with technical and engineering teams, and play a key role in delivering capabilities that support UK Defence and National Security.