Service Delivery Manager

Tektora; Farnborough; On-site; GBP 65,000 - 90,000; Full time

Job summary

Tektora is seeking a DV-cleared Service Operations Manager to support secure customer environments in Hampshire. The role demands a strong networking background and proven ability to manage incidents and problems from detection through resolution, with a focus on operational processes and reporting to senior stakeholders.

The successful candidate will be comfortable leading customer escalations, coordinating cross‑functional teams, and delivering service reports.

Qualifications

• UK National with active DV Clearance — essential, non‑negotiable.
• Solid networking fundamentals including routing, switching and firewalls.
• Familiarity with the Cisco product portfolio, particularly routing, switching, security and data centre.
• Previous experience within a Service Management and/or Service Operations based role.
• Good understanding of Service Operational processes at Incident & Problem Management level.
• Clear communicator, confident leading customer incidents and problems.
• Able to present service reports to stakeholders of varying technical levels.
• On-site Hampshire five days per week.

Responsibilities

• Manage customer incidents and problems through to resolution.
• Lead on customer escalations.
• Apply Service Operational processes and procedures at Incident and Problem Management level.
• Create and present regular service reports to internal and external stakeholders.
• Translate technical information into non-technical language for senior managers.
• Manage multiple customer accounts simultaneously.
• Proactively manage time and workload across priorities.
• Work across Cisco routing, switching, security and data centre technologies.

Skills

DV clearance experience

Networking fundamentals

Incident & Problem management

Service Operations management

Stakeholder communication

Leadership

Time management

Education

CCNA

ITIL Foundation

Tools

Cisco routing & switching

Data centre technologies

Firewalls

Job description

Location: Hampshire — on site 5 days per week

Working Pattern: Fully on site, no remote or hybrid

Type: Permanent

Clearance: UK National with active DV Clearance — this is a mandatory requirement

Tektora are supporting an established client who are looking to speak with DV Cleared Service Operations Managers for a permanent opportunity supporting secure customer environments in Hampshire.

Please note: active DV Clearance is essential for this role. Applications cannot be considered without it.

This role would suit someone with a solid networking grounding and Service Operations experience who is confident leading customer incidents and problems through to resolution — either an experienced technical engineer ready to step into Service Operations Management, or someone already operating at that level.

The Role

You Will Be Involved In

• Managing customer incidents and problems through to resolution
• Taking the lead on customer escalations
• Applying Service Operational processes and procedures at Incident and Problem Management level
• Creating and presenting regular service reports to internal and external stakeholders
• Translating technical information into non-technical language for senior managers
• Managing multiple customer accounts simultaneously
• Proactively managing your own time and workload across competing priorities
• Working across Cisco routing, switching, security and data centre technologies

Key Experience Required

• UK National with active DV Clearance — essential, non-negotiable
• Solid understanding of networking fundamentals including routing, switching and firewalls
• Familiarity with the Cisco product portfolio, particularly routing, switching, security and data centre (compute and network) product lines
• Previous experience within a Service Management and/or Service Operations based role
• Good comprehension of Service Operational processes and procedures at Incident and Problem Management level
• A clear communicator, confident taking the lead on customer incidents and problems
• Able to create and present service reports to stakeholders of varying technical levels
• Comfortable managing customer escalations
• Able to work on site in Hampshire five days per week

Desirable Experience

• CCNA certification
• Exposure to the ITIL Framework and/or ITIL Foundation certification
• Experience stepping up from a technical engineering role into Service Operations Management

Interested?

Tektora are looking to speak with DV Cleared Service Delivery Manager who are open to permanent opportunities and comfortable working on site in Hampshire.