Service Delivery Project Manager

ULTRA ELECTRONICS; Taplow; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Private medical cover

25 days of holiday

Pension contribution

Life assurance

Flexible working hours

Cycle to work

Security clearance allowance

Job summary

ULTRA ELECTRONICS seeks an experienced Service Delivery & Project Manager to lead the delivery and support of a technical service for a key customer, ensuring high standards of customer service, SLA compliance and ongoing service improvement. Hybrid role based at Maidenhead and Farnborough.

You will coordinate IT and Technical Services, manage incidents and risks, liaise with stakeholders, and drive cross-functional collaboration to plan pilots and assess scalability.

Qualifications

• Degree in Engineering, Computer Science, or a related technical discipline.
• Experience with project management tasks (Forecasting, Scheduling, Risk management, Resource planning).
• Experience with ITIL.

Responsibilities

• Take ownership of ongoing service delivery performance and customer satisfaction.
• Coordinate across IT, Technical Services and Compliance teams to ensure effective service delivery.
• Monitor service performance and drive continuous service improvement initiatives.
• Communicate service status, risks, issues and improvement plans to stakeholders and senior leadership.
• Support management of service risks, issues, dependencies, budgets and delivery performance.
• Identify opportunities for contract growth and service improvements.

Skills

Project management

ITIL

Defence/Aerospace

Education

Engineering/CS degree

Job description

We are seeking an experienced Service Delivery & Project Manager to lead the ongoing delivery and support of a technical service for a key customer, ensuring consistently high standards of customer service and sustained performance of the services for the customer and stakeholders. This role focuses on maintaining strong customer and stakeholder relationships, quality of service, and coordinating internal teams to deliver reliable ongoing support and continuous improvement. The successful candidate will need to work closely with internal technical teams and be able to support strategic growth aims for the customer. This may include planning and running pilot projects to assess suitability for rollout to enhance the service for the stakeholder community. The ideal candidate will have a strong background in customer service and service delivery within an IT, engineering, or technology environment, with experience supporting services to meet Service Level Agreements (SLA) and planning for strategic growth.

• Take ownership of ongoing service delivery performance, customer satisfaction, incidents management and measurement, and service expectations.
• Build and maintain strong customer relationships, acting as a trusted point of contact for operational support and service delivery matters.
• Coordinate across teams including IT and Technical Services and Compliance to ensure effective long‑term service delivery and support.
• Monitor service performance, identify improvement opportunities, and drive continuous service enhancement initiatives.
• Communicate service status, operational risks, issues, and improvement plans to stakeholders and senior leadership.
• Support the management of service risks, issues, dependencies, budgets, and delivery performance across the support lifecycle.
• Resolve conflicts, coordinate priorities, and motivate teams to maintain high service standards and productivity.
• Identify opportunities for contract growth, service improvements, and additional support offerings aligned with customer needs.
• Contribute to the development of costed proposals and support models for contract changes, pilot studies and strategic growth plans.
• Planning and delivery of pilot projects to time, cost and quality, to assess the effectiveness and suitability of enhancements to be integrated into the service. Proven experience in Service Delivery, Customer Support, or Customer Success within an IT, engineering, or technology environment.
• Strong understanding of customer service principles, service management approaches, and long‑term customer support models.
• Experience managing service delivery to meet SLAs.
• Excellent stakeholder management and communication skills, with the ability to build trusted relationships internally and externally.
• Strong leadership, coordination, and problem‑solving abilities within cross‑functional environments.
• Experience managing customer expectations, service incidents, and operational performance against agreed service standards. Ideally with an understanding of best practice in service management (ITIL).
• Experience supporting or managing contracts involving ongoing service delivery and customer support arrangements.
• Confident in establishing, controlling and reporting delivery schedule & costs against an overall budget.
• Experience developing service proposals, support solutions, or contract growth opportunities would be advantageous.
• Ideally, experience interfacing with or delivering services to government or public‑sector customers.

Desirable Skills, Experience & Qualifications:

• Degree in Engineering, Computer Science, or a related technical discipline.
• Experience of project management tasks (e.g. Forecasting, Scheduling, Risk management, Resource Planning).
• Experience with ITIL.
• Experience with defence, aerospace or regulated industries.

#LI-DC1, Due to the nature of the programs we deliver for our customers, candidates may need to obtain the relevant security clearance or handle export‑controlled material as defined by the role's requirements. Applicants must be able to obtain and maintain the appropriate level of security clearance for the role. Due to the nature of our work, you must be a British Citizen who has been resident in the UK for the past 5 years in order to apply for SC clearance and 10 years for DV. For more information, please visit the UKSV website.

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Based at our Cyber Centre of Excellence in Maidenhead and our site in Farnborough - hybrid working is available.

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Every employee is critical to our success, and as such, we offer a range of flexible employee benefits, including:

• Participation in an Annual Bonus Scheme
• Private Medical Cover
• 25 days' holiday (plus Bank Holidays) with the option to buy an extra 5 days
• Pension Contribution
• 4 x Life Assurance Cover
• Flexible working hours with opportunity for a 1pm finish on a Friday
• Flexible benefits including cycle to work scheme, will writing and more
• Security Clearance Allowance - where relevant and subject to you holding the required security clearance