Service Delivery Manager (DV Security Clearance)

Onyx-Conseil; Greater Lincolnshire; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company that excels in delivering bespoke IT solutions for the space and defense sectors. As a Service Delivery Manager, you'll lead initiatives to enhance service delivery and ensure critical network services meet client needs. Your role will involve collaborating with leadership to implement effective change management and continuous improvement processes. This is an exciting opportunity to be part of a diverse community dedicated to innovation and excellence, where your contributions will have a meaningful impact on mission-critical projects.

Benefits

Competitive salary

Excellent pension

Private healthcare

Share scheme

Training and support for career growth

Qualifications

• Experience using ITSM tools and managing SLAs.
• Project management experience in agile or waterfall methodologies.

Responsibilities

• Drive service excellence by managing SLAs and KPIs.
• Capture service delivery performance through reports.

Skills

IT Service Management (ITSM)

Project Management

Continuous Service Improvement

Collaboration Skills

Communication Skills

Education

ITSM Qualification

Project Management Qualification

Tools

HELIX

PowerPoint

Excel

Visio

Job description

Service Delivery Manager (DV Security Clearance)

Position Description
The Space, Defence and Intelligence business unit in CGI is a true IT Systems Integrator. We work, build, and operate bespoke, technically complex, mission-critical systems which help our clients keep us all safe and secure. We bring innovation to our clients using proven and emerging technologies, agile delivery processes and our deep expertise across the breadth of space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We work collaboratively with global technology companies, cutting edge SMEs and academia to deliver the optimal solution for each client.

CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the 'World's Best Employers' by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This position will be a working out of our office in Lincoln.

Your future duties and responsibilities
You'll work closely with leadership to drive service excellence by sustaining and enhancing a bespoke LAN environment. Your focus on continuous improvement and effective change management will ensure that critical network services are delivered reliably, meeting the evolving needs of our clients.

Key Responsibilities:

• Introduce and manage SLAs and KPIs on behalf of the CIS Department.

• Capture service delivery performance through varied service reports measured against agreed SLAs and KPIs.

• Lead or consult on continuous service improvement initiatives.

• Facilitate collaboration among contract and client colleagues to optimise service delivery.

• Oversee obsolescence, licence, and configuration management activities.

• Advise leadership on service design, implementation, and the management of an ITSM model suited to departmental needs.

Required qualifications to be successful in this role
• IT Service Management (ITSM) qualification (minimum foundation level) and experience using ITSM tools (e.g., HELIX).

• Project management qualification (minimum foundation level) and practical experience (agile or waterfall).

• Proven experience drafting and managing SLAs and service reporting using tools such as PowerPoint, Excel, and Visio.

• Demonstrated ability in managing continuous service improvement processes.

• Strong collaborative skills with experience in peer leadership and upward management.

Desired Competencies:

• Experience or qualification in configuration, licence, and obsolescence management.

• Background in a military or civil service client environment.

• Proficient written and verbal communication skills with a focus on clarity, brevity, and relevance.

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Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team-one of the largest IT and business consulting services firms in the world.