IT Service Delivery Manager

Job Description

Job title: IT Service Delivery Manager

Location: Barrow-in-Furness (on site)

Salary: Circa £ 55,000 (depending on skills and experience) 

What you’ll be doing:

• Main interface between Business Unit and Shared Services for IT operational issues/matters
• Ensuring that the Customer receives the highest level of service from the Service Operations Team and Managed Suppliers
• Managing Customer expectations and communications for the Customer organisation
• Managing Operational Change within the Service Operations Team
• Driving Customer Satisfaction and Service Improvement Initiatives
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation
• Staying abreast of any Enterprise& Business Group projects/changes that may impact the customer organisation and representing their customer in Operational Readiness Reviews
• Attending change management meetings to ensure that customer impact of proposed changes is properly assessed and understood prior to approval
• Responding to and managing Customer requests for information/support or complaints
• Representing their customers on Major Incident and Service Continuity Restoration teams and bringing understanding of customers business and technical environments to these forums

Your skills and experiences:

Essential:

• Good understanding of the IT Services delivered via in-house delivery and suppliers/outsource partners
• Experience of working in defence, manufacturing and engineering organisations
• Stakeholder management experience
• Ability to deliver service leadership across all IT services by influencing BAE and supplier staff

Desirable:

• ITIL qualified

Benefits:

You’ll receive benefits including a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. You’ll also have access to additional benefits such as flexible working, an employee assistance programme, Cycle2work and employee discounts – you may also be eligible for an annual incentive.

The Service Management Team:

Would you like the opportunity to change how our services are perceived? We currently have a vacancy for a Service Delivery Manager within our Service Delivery Management team supporting our UK Submarines Business as part of BAE Systems plc.

With an emphasis on providing operational support to Submarine operations, this role will align to the UK Submarines Business contracting environments and service definitions. The Submarines environments are fast-paced operational areas, which directly affect UK security posture and capabilities, as such all IM&T issues and services need to be aligned and operate appropriately. All operations are to be managed in concert with customer estates and services organisations such as MOD.

As a Service Delivery Manager, you will provide the interface and communication between those people that consume the services and the IT Suppliers.  The Service Delivery Manager must be able to identify problems with the services, triage to the correct service provider, ensure resolution and provide continuity of service. In addition you will represent the business on change, incident management, communication, request fulfilment, risk and reporting etc. You will also demonstrate that you are knowledgeable about the business and IT function and bring this knowledge to the EIT support organisation. 

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome candidates from all backgrounds and particularly from sections of the community who are currently underrepresented within our industry, including women, ethnic minorities, people with disabilities and LGBTQ+ individuals.

We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and your place of birth may limit those roles you can perform for the organisation.

Closing Date: 7^th April 2025.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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