Service Delivery Manager

CBSbutler Ltd.; Romsey; Hybrid; GBP 85,000 - 95,000; Full time

Job summary

CBSbutler Ltd. is seeking an experienced Service Delivery Manager in Romsey to own delivery and support of complex defence systems for UK and international customers. The role is customer‑facing, with interaction across engineering, suppliers and commercial teams.

You’ll manage end‑to‑end service delivery, handling incidents, changes and service reviews, while driving continuous improvement and ensuring contractual commitments. Hybrid work pattern with security clearance requirements.

Qualifications

• Experience delivering services around complex, high-value products or systems.
• Experience in Defence, National Security or similarly regulated environments.
• Strong customer and stakeholder management, including senior-level engagement.
• Experience managing budgets, contracts and commercial performance.
• Project/change management experience 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 and/or KiD.
• Degree/HND/HNC or equivalent professional experience.

Responsibilities

• 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.

Skills

Service Delivery

Customer Support

Budget Management

Governance & Reporting

ITIL v3/v4

Proposals & Bids

Stakeholder Management

Defence Industry

Change Management

Contract & Commercial

Education

Degree/HND/HNC or equivalent

Job description

Business Sector: Engineering

Job ref: CDI - 154902

Post Date: September 02, 2026

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.