Service Delivery Manager - DV Cleared

Matchtech; Romsey; On-site; GBP 60,000 - 90,000; Full time

Job summary

Matchtech is seeking a DV-cleared Service Delivery Manager to oversee end-to-end service delivery within a highly regulated defence environment. You will manage customer relationships, incidents and changes, ensuring compliance with contractual and technical requirements.

The role involves coordination with engineering, sales, quality assurance, logistics, and compliance teams, plus responsibility for financial forecasting and reporting on service performance.

Qualifications

• DV clearance required.
• Experience in service delivery management.
• Strong ITIL/ITSM knowledge.
• Experience with ITSM tools.
• Knowledge of contract management, forecasting and invoicing.
• Excellent stakeholder management.
• Organised with strong escalation handling.

Responsibilities

• Act as main point of contact for service-related matters and build customer relationships.
• Own customer requests and incidents, provide updates and post-incident reviews.
• Record and monitor incidents and service requests in ITSM tool for reporting.
• Oversee maintenance activities and ensure timely completion and documentation.
• Collaborate with engineering, sales, QA, logistics, trade and compliance teams.
• Manage service contract finances including forecasts, spares, repairs and invoicing; monitor cost, quality and profitability.
• Lead service reviews, maintain project trackers and escalate when needed.
• Chair Change Advisory Boards and coordinate with asset/configuration teams on changes.

Skills

DV Clearance

Service Delivery

ITIL/ITSM

Stakeholder Mgmt

Contract Finance

Change Management

ITSM Tools

Tools

ITSM tools

Job description

Our client, a specialist organisation within the defence and security sector, is seeking a DV-cleared Service Delivery Manager for a contract opportunity. The role will oversee end-to-end service delivery, manage customer relationships and ensure that operational, commercial and technical requirements are met to a high standard.

Key Responsibilities

• Act as the main point of contact for service-related matters, building strong relationships with customers and resolving issues promptly.
• Take ownership of customer requests, incidents and get-well plans through to resolution, providing regular updates and supporting post-incident reviews.
• Ensure all incidents and service requests are accurately recorded and maintained within the ITSM tool to support reporting and trend analysis.
• Manage maintenance activities, ensuring work is completed within agreed timescales and properly documented.
• Collaborate with internal and external stakeholders, including engineering, sales, quality assurance, logistics, trade and compliance teams.
• Manage service contract finances, including forecasts, purchase requests, spares, repairs and invoicing, while monitoring cost, quality, time, customer satisfaction and gross profit performance.
• Lead service reviews, maintain project trackers and registers, provide accurate reporting and manage escalations where required.
• Establish and manage customer-facing change management processes, chair Change Advisory Boards and coordinate with asset, configuration management and technical publications teams.

Job Requirements

• Current DV clearance and the ability to work within a highly regulated defence and security environment.
• Experience in service delivery management, IT service management or a similar customer-facing operational role.
• Strong understanding of incident, request, problem, change and configuration management processes.
• Experience using ITSM tools to record, monitor and report on service performance.
• Knowledge of service contract management, financial forecasting, invoicing and performance monitoring.
• Excellent stakeholder management, communication and customer relationship-building skills.
• Strong organisational and project management abilities, with effective attention to detail and escalation management.
• Commitment to continuous improvement, customer satisfaction, commercial awareness and compliance with business policies and procedures.

Contract Opportunity

This contract role offers the opportunity to support complex services within the defence and security sector, working closely with customers, technical specialists and operational teams to deliver dependable outcomes.

If you are a DV-cleared Service Delivery Manager with strong customer, operational and contract management experience.