Service Delivery Manager (Contract)

Tektora; Basingstoke; Hybrid; GBP 111,000 - 148,000; Full time

Job summary

Tektora are supporting a leading Defence and National Security IT provider, seeking DV Cleared Service Delivery Managers for contract oversight of IT services within a Contact Centre Support Team.

The role requires strong ITIL knowledge, incident management, and the ability to lead cross‑functional teams in a secure, high‑stakes environment on client premises in Hampshire.

Qualifications

• UK Sole National DV clearance is required and active.
• Strong experience in IT service delivery, IT operations or client-facing IT roles.
• Strong understanding of IT service management frameworks (ITIL v3 or v4).
• Experience with ITSM tools such as ServiceNow, Jira Service Management or CA Service Desk.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and priorities under pressure.
• Experience managing cross-functional teams in a complex technical environment.
• Experience in IT support environments and Incident Management of secure IT solutions.
• Background in application hosting or infrastructure components contributing to IT service delivery.
• Delivery experience within Defence or National Security programmes.

Responsibilities

• Overseeing end-to-end delivery of IT services across infrastructure and support functions in close collaboration with the customer.
• Ensuring services are delivered in line with agreed SLAs, KPIs and compliance requirements.
• Monitoring service performance metrics and generating reports for internal and client review.
• Acting as the main point of contact for the customer on service delivery and performance.
• Managing incident, problem and change management processes in line with ITIL best practice.
• Coordinating with internal teams to resolve issues and implement improvements.
• Driving service improvement initiatives based on performance data and customer feedback.
• Managing vendor relationships and third-party service providers.
• Supporting IT governance, compliance and audit-related activities.

Skills

IT service delivery

DV clearance

ITIL knowledge

Stakeholder management

Communication skills

Incident management

Cross-functional leadership

Project prioritisation

Tools

ServiceNow

Jira Service Management

CA Service Desk

Job description

Location: Hampshire - Basingstoke, on site
Working Pattern: On site, customer premises
Type: Contract, outside IR35
Rate: Open to discussion
Clearance: UK Sole National with active DV Clearance
Company: Tektora, supporting a leading Defence and National Security IT provider

Tektora are supporting a leading Defence and National Security IT provider who are looking to speak with DV Cleared Service Delivery Managers for a contract opportunity overseeing the delivery of IT services within a Contact Centre Support Team.

This role would suit someone with a strong technical background and deep ITIL knowledge who has managed service teams and client expectations in a dynamic environment and is looking to develop further across secure service delivery.

The Role

You will be involved in:

• Overseeing end-to-end delivery of IT services across infrastructure and support functions in close collaboration with the customer
• Ensuring services are delivered in line with agreed SLAs, KPIs and compliance requirements
• Monitoring service performance metrics, analysing trends and generating detailed reports for internal and client review
• Acting as the main point of contact for the customer on service delivery and performance
• Managing incident, problem and change management processes in line with ITIL best practice
• Coordinating with internal infrastructure, development and support teams to resolve issues and implement improvements
• Driving service improvement initiatives based on performance data and customer feedback
• Managing vendor relationships and third-party service providers
• Supporting IT governance, compliance and audit-related activities

Key Experience Required

• UK Sole National with active DV Clearance
• Strong experience in IT service delivery, IT operations or client-facing IT roles
• Strong understanding of IT service management frameworks, ITIL v3 or v4 certification preferred
• Experience with ITSM tools such as ServiceNow, Jira Service Management or CA Service Desk
• Excellent communication, stakeholder management and conflict resolution skills
• Demonstrated ability to manage multiple projects and priorities under pressure
• Experience managing cross-functional teams in a complex technical environment
• Experience in IT support environments and Incident Management of secure IT solutions
• Background in application hosting or infrastructure components contributing to IT service delivery
• Prior delivery within a Defence or National Security programme

Interested?

Tektora are looking to speak with DV Cleared Service Delivery Managers who are open to contract opportunities and keen to develop further across secure service delivery and Defence programme support.