Service Delivery Manager - Active SC Clearance Holder Only

Advanced Resource Managers Ltd; Reading; Hybrid; GBP 129,000 - 166,000; Full time

Job summary

Advanced Resource Managers Ltd in the United Kingdom is seeking a senior Service Management lead for a 6-month plus project, with hybrid work in Reading. You will own the end-to-end service management relationship across the UK, Italy and Japan, coordinating client teams and suppliers.

The role requires ITIL 4 expertise, experience with ServiceNow, and demonstrable governance, escalation and executive reporting.

Qualifications

• Significant experience leading service delivery in multi-supplier or enterprise environments.
• Defense, aerospace, government or security-regulated sector experience.
• Strong ITIL 4 knowledge and service integration principles.
• Experience with global or tri-country service delivery.
• Executive stakeholder governance and escalation leadership.
• Experience with XLAs, SIAM, and continual improvement governance.
• Ability to interpret service, risk, security and commercial information into decisions.
• ITIL4 Managing Professional or equivalent.
• Experience managing performance across multiple locations or providers.
• Experience with ServiceNow or similar enterprise ITSM platform.

Responsibilities

• Own end-to-end service management relationship and provide clear accountability for global service outcomes.
• Lead global service reviews, governance and executive reporting.
• Set the service performance approach for SLAs, XLAs and metrics.
• Coordinate regional delivery teams for global governance.
• Oversee cross-supplier service improvement plan and track benefits.
• Act as senior escalation point for major incidents within guardrails.
• Forecast demand, capacity planning and service scaling.
• Ensure ServiceNow remains the authoritative system of record.
• Maintain compliance with security, sovereignty and handling requirements.

Skills

ITIL 4

ServiceNow

Governance & escalation

Multi-supplier delivery

Stakeholder management

XLAs & SIAM

Security/regulatory experience

Executive reporting

Capacity planning

Global service governance

Tools

ServiceNow

Job description

Active Security Clearance Applicants only! Applicants must be sole UK nationals only.

Start - asap

Duration - 6 months to start, project likely 3-4 years

Location - Hybrid (2 days per week in Reading once office up and running)

Accountable for global service performance and customer experience across the Service Management operating model. The role provides a single senior point of accountability for service outcomes across the United Kingdom, Italy and Japan, integrating the contribution of teams, client teams and third-party suppliers.

Key accountabilities

• Own the end-to-end service management relationship and provide clear accountability for global service outcomes, without displacing the contractual accountability of individual service providers.

• Lead global service reviews, performance governance and executive reporting, ensuring that trends, risks, dependencies, decisions and improvement commitments are visible and acted upon.

• Set the service performance approach for SLAs, XLAs and supporting operational measures, ensuring that service reporting reflects user experience as well as contractual performance.

• Coordinate regional delivery teams so that local priorities, language needs, national controls and stakeholder concerns are represented in global governance.

• Maintain oversight of the cross-supplier service improvement plan, agree priorities with authorised stakeholders and track benefits through to evidenced completion.

• Act as the senior escalation point for material service issues and critical incidents, working within agreed governance, security and approval guardrails.

• Own demand forecasting, capacity planning and service scaling, ensuring the operating model expands in line with user growth, new locations, services, suppliers and security domains.

• Ensure demand, capacity and service growth are reviewed regularly as users, locations, suppliers, applications and security domains are added.

• Support service catalogue and onboarding governance so new services and partners enter the model through controlled, repeatable routes.

• Promote consistent knowledge, reporting and handover practices across regions while respecting classification boundaries and national handling requirements.

• Provide commercial awareness in service discussions, identifying scope or demand changes for formal assessment rather than informally absorbing unapproved obligations.

• Lead service mobilisation, transition and country expansion activities, ensuring readiness criteria, governance controls and acceptance requirements are achieved before service responsibility transfers.

• Oversee delivery of ITIL-aligned service management practices including Incident, Major Incident, Problem, Change, Knowledge, Capacity, Availability, Service Level Management and Continual Improvement.

• Maintain the single operational view across teams, client teams and third-party suppliers, ensuring dependencies, risks, actions and decisions remain visible and actively managed through to closure.

• Ensure ServiceNow remains the authoritative operational system of record for service workflows, reporting, governance, supplier hand-offs and service performance management.

• Ensure service governance, reporting and operational practices comply with applicable security, sovereignty, information-sharing and national handling requirements.

Experience, skills and qualifications

• Significant experience leading service delivery in a complex, multi-supplier or enterprise environment

• Experience in defence, aerospace, government or another security-regulated environment

• Strong working knowledge of ITIL 4 service management and service integration principles

• Experience of global or tri-country service delivery

• Demonstrable executive stakeholder management, governance and escalation leadership

• Practical exposure to XLAs, SIAM and continual improvement governance

• Ability to interpret service, risk, security and commercial information and turn it into clear decisions

• ITIL 4 Managing Professional, Strategic Leader or equivalent

• Experience managing service performance across more than one location or provider

• Experience operating with ServiceNow or a comparable enterprise ITSM platform