Technical Service Delivery Manager

Morson Human Resources Limited; Luton; Hybrid; GBP 201,474,000 - 249,828,000; Full time

Job summary

Morson Human Resources Limited is seeking an experienced Technical Service Delivery Manager for a 6 month contract. The role is hybrid, primarily remote with occasional travel to Luton, and offers £75 to £93 per hour inside IR35.

The successful candidate will interface between engineering teams and stakeholders to ensure effective service delivery, continuous improvement, and operational excellence within a Defence environment.

Qualifications

• Current SC Security Clearance required.
• Experience in Defence or secure environments.
• Experience in ITIL-based service management desirable.

Responsibilities

• Manage technical incidents through to resolution and ensure timely stakeholder communication.
• Map, review and optimise end-to-end business and technical processes to improve service delivery.
• Identify opportunities for technical solutions and recommend improvements to ways of working.
• Provide consultancy and guidance to engineering teams on service management best practices.
• Collaborate with cross-functional teams to drive service performance and implement sustainable solutions.
• Monitor service metrics and support continual service improvement initiatives.

Skills

Service Delivery

Incident Management

Stakeholder Management

Process Improvement

Defence environment

Job description

Technical Service Delivery Manager

6 months initially
Hybrid (mainly remote with occasional travel to site in Luton)
£75 to £93 per hour inside IR35

Due to the urgent nature of the role candidates must have current SC Security Clearance.

Our client 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 the 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.