Technical Service Delivery Manager

ARM; Caddington; On-site; GBP 74,000 - 124,000; Full time

Job summary

ARM is seeking a Technical Service Delivery Manager in the UK to support the delivery of technical services within a Defence environment. This role acts as the interface between engineering teams and stakeholders, ensuring effective service delivery, continuous improvement, and operational excellence.

A high level of UK security clearance is required. The role involves managing incidents, optimising processes, and driving service improvements across cross-functional teams while ensuring robust

Qualifications

• Strong Service Delivery Management experience within a Defence or secure environment.
• Excellent process mapping and business process improvement skills.
• Proven experience managing incidents, service requests, and technical support activities.
• Ability to analyse issues, recommend pragmatic technical solutions, and drive continuous improvement.
• Strong stakeholder management, communication, and consulting skills with the ability to influence engineering teams.
• Experience working within ITIL-based service management environments is desirable.

Responsibilities

• Manage technical incidents through to resolution, ensuring timely progression of tickets and clear stakeholder communication.
• Map, review, and optimise end-to-end business and technical processes to improve service delivery and operational efficiency.
• Identify opportunities for technical solutions and recommend improvements to ways of working.
• Provide consultancy and guidance to the engineering community on service management best practices and process improvements.
• Collaborate with cross-functional teams to drive service performance, resolve complex issues, and implement sustainable solutions.
• Monitor service metrics, identify trends, and support continual service improvement initiatives.

Skills

Service Delivery

Process Mapping

Incident Management

Stakeholder Management

ITIL

Job description

Technical Service Delivery Manager

Location: Luton

Rate:Up to£90 per hour (Inside IR35)

Contract:6-month Contract

The Role: As the Technical Service Delivery Manager, you'll be required to support the delivery of technical services within a Defence environment by acting as the interface between engineering teams and stakeholders, ensuring effective service delivery, continuous improvement, and operational excellence.

Please note: Due to the nature of the work, you will need to already hold a high level of UK security clearance

Key Responsibilities

• Manage technical incidents through to resolution, ensuring timely progression of tickets and clear stakeholder communication.
• Map, review, and optimise end-to-end business and technical processes to improve service delivery and operational efficiency.
• Identify opportunities for technical solutions and recommend improvements to ways of working.
• Provide consultancy and guidance to the engineering community on service management best practices and process improvements.
• Collaborate with cross-functional teams to drive service performance, resolve complex issues, and implement sustainable solutions.
• Monitor service metrics, identify trends, and support continual service improvement initiatives.

Experience required

• Strong Service Delivery Management experience within a Defence or secure environment.
• Excellent process mapping and business process improvement skills.
• Proven experience managing incidents, service requests, and technical support activities.
• Ability to analyse issues, recommend pragmatic technical solutions, and drive continuous improvement.
• Strong stakeholder management, communication, and consulting skills with the ability to influence engineering teams.
• Experience working within ITIL-based service management environments is desirable.

Disclaimer:

Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change