Service Delivery Manager

VIVO Defence Services; West Midlands; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working days

Hybrid / Home-based

Job summary

VIVO Defence Services is seeking a Service Delivery Manager to oversee a strategic technology provider and ensure reliable, compliant application services across the UK Defence estate.

You will manage performance, drive improvements, and communicate impact to business users and senior leaders while maintaining strong supplier relationships and a focus on security and continuity.

Qualifications

• Experience holding technology providers accountable for service levels, improvement plans and outcomes.
• Proficient in incident, problem, change and service-level management.
• Experience with business application support and service transition.

Responsibilities

• Manage supplier performance against service commitments with regular reviews.
• Translate technical updates into clear business briefings for stakeholders.
• Drive service improvement using data and user feedback.
• Ensure escalation routes and recovery plans have clear ownership.
• Support governance with risks, controls, and continuity awareness.

Skills

Provider accountability

Incident management

SLA management

Business application support

Contract interpretation

Risk reporting

Communication skills

Diplomacy

Education

ITIL knowledge/certification

Relevant degree

Job description

Who We Are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

Job Req ID: 312909

Posting Start Date: 13 Oct 2026

Location: Home Based, West Midlands, GB, B1

Contract Type: Full Time

Job Advertisement

Who We Are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

What We Do

We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.

Service Delivery Manager

Location: Hybrid / Home-based, with some travel across the UK

Reward: A competitive salary and benefits package reflecting your experience and expertise

Working arrangements: We welcome discussions about flexibility in working days and hours, subject to the requirements of the role.

Join Our Team as a Service Delivery Manager

Are you an experienced technology service delivery professional who can build strong supplier relationships, improve service performance and keep business users informed?

At VIVO Defence Services, we deliver essential infrastructure and facilities management services across the UK Defence estate. We’re looking for a Service Delivery Manager to ensure our strategic technology provider delivers reliable, responsive business application services that support our people and customers.

This is an opportunity to combine supplier management, clear communication and continuous improvement, ensuring service commitments translate into effective delivery.

About The Role

You’ll oversee the day-to-day performance of our strategic technology provider, holding them accountable for contractual commitments, service levels and agreed outcomes.

As a key point of contact between VIVO, business users and the provider, you’ll ensure issues are understood, priorities are clear and actions are followed through to resolution. You’ll use service data and user feedback to identify recurring challenges, improve reliability and ensure stakeholders have an accurate picture of service performance.

The role calls for someone who can provide independent, constructive challenge while maintaining productive relationships and keeping the needs of the business at the centre of decisions.

What You’ll Be Doing

You’ll manage supplier performance against agreed service commitments, establishing clear reporting, regular service reviews and effective escalation routes. Where performance falls short, you’ll ensure recovery plans have clear ownership, practical actions and measurable outcomes.

You’ll oversee the prioritisation and progress of incidents, problems, service requests and changes, working with the provider and internal colleagues to ensure business needs are understood and addressed.

Communication will be central to your role. You’ll translate technical information into clear updates for business stakeholders and senior leaders, setting realistic expectations and maintaining confidence during service disruption.

You’ll also strengthen service governance, ensuring risks, controls, security, continuity arrangements and responsibilities are understood. By identifying patterns in service issues and user feedback, you’ll drive root-cause resolution and lasting improvements to reliability, responsiveness and the user experience.

Alongside this, you’ll support service improvement planning, application lifecycle requirements and changes to the service model, helping ensure our application services remain effective as business needs evolve.

What You’ll Bring

You’ll have strong experience in technology service delivery, supplier management or business applications, including managing an outsourced or strategic technology provider against agreed commitments.

You’ll be confident using performance data, service governance and escalation to improve delivery, with the judgement and resilience to manage competing priorities during service challenges.

We’re looking for:

• Experience holding technology providers accountable for service levels, improvement plans and agreed outcomes.
• A good understanding of incident, problem, change, request and service-level management.
• Experience of business application support, service transition and continuous improvement.
• The ability to interpret contracts, service schedules and performance data.
• Strong reporting, risk-management and action-tracking skills.
• Excellent written and verbal communication, including explaining technical issues clearly to business audiences.
• A constructive, diplomatic approach to challenging missed commitments and resolving issues.

Experience in facilities management, Defence or another regulated environment would be beneficial. ITIL knowledge or certification and a relevant degree are desirable, although practical experience and a proven record of effective service delivery are equally valued.

Why Join VIVO?

This is an opportunity to make a direct difference to the technology services our colleagues rely on every day. You’ll have scope to strengthen supplier accountability, improve the user experience and shape more reliable and responsive application services across VIVO.

We offer a competitive salary and benefits package that recognises the experience and expertise you bring. We also understand the value of flexibility and welcome conversations about working days and hours, considering individual circumstances alongside business and customer needs.

The role is hybrid/home-based, with some travel across the UK. Significant service incidents or planned releases may occasionally require escalation or coordination outside normal working hours.

You’ll need to hold, or be willing to obtain, the security clearance required to work within Defence environments.

Ready to help deliver technology services our people can depend on? We’d like to hear from you.

VIVO Defence Services

The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.