Technical Service Delivery Manager

Matchtech; Luton; Hybrid; GBP 127,000 - 138,000; Full time

Job summary

Matchtech is seeking an experienced Technical Service Delivery Manager to support the delivery of technical services within a Defence environment. The successful candidate will act as the interface between engineering teams and stakeholders, ensuring effective service delivery, continuous improvement, and operational excellence.

Based in Luton with 1-2 days on site per week and the remainder remote, the contract is initially until 28/02/2027.

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 and drive continuous improvement.
• Strong stakeholder management and consulting skills.

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 management

Defence security environment

Incident management

Process mapping

Stakeholder management

Job description

Technical Service Delivery Manager - Defence (Ref: 1782)

Contract initially until 28/02/2027

Luton (1-2 days onsite per week, rest remote)

£92.66ph, UMB inside IR35

Important:

• SC level Security Clearance must be in place on submission due to urgency of contract
• This contract is working on "UK Eyes Only" projects, meaning you have to be sole British in order to be suitable.

We are seeking an experienced Technical Service Delivery Manager to support the delivery of technical services within a Defence environment. The successful candidate will act as the interface between engineering teams and stakeholders, ensuring effective service delivery, continuous improvement, and operational excellence.

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.

Key Skills & Experience:

• 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.