Service Delivery Manager (DV Security Clearance)

CGI; Lincoln; On-site; GBP 50,000 - 70,000; Full time

Job summary

In Lincoln, a leading company in the Defence sector seeks a Service Delivery Manager to enhance service delivery in a secure environment. You will collaborate closely with leadership, manage SLAs, oversee service performance, and implement continuous improvements while utilizing your ITSM and project management expertise.

Benefits

Competitive salary

Excellent pension

Private healthcare

Share scheme (3.5% + 3.5% matching)

Qualifications

• Minimum foundation level ITSM and project management qualifications.
• Experience managing SLAs and service reporting.
• Strong collaborative and leadership skills.

Responsibilities

• Manage SLAs and KPIs for service delivery.
• Lead continuous service improvement initiatives.
• Facilitate collaboration among teams to enhance service.

Skills

Continuous service improvement

Collaboration

Service delivery performance

Education

IT Service Management qualification

Project management qualification

Tools

ITSM tools (e.g., HELIX)

Excel

PowerPoint

Visio

Job description

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Service Delivery Manager (DV Security Clearance), Lincoln

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Client:

CGI

Location:

Lincoln, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

6403ad28a184

Job Views:

5

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

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 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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