• Profile

Service Delivery Manager

Salary Details:
Negotiable dependent upon experience
Closing date for applications:
27 Jul 2018
Job Description
Purpose Of Job
The Service Delivery Manager is responsible for a programme of technical and operational projects comprising software development, ICT customer support and systems performance analysis.  They will manage a service delivery team on a customer site, an annual budget of up to £10m and key relationships with internal and external stakeholders. High levels of security and assurance are a cross-cutting requirement.
Area(s) of Responsibility
  • Project Management – Leading teams, allocating resources, identifying and prioritising tasks, managing change and quality to deliver projects to time, quality and cost
  • Engineering Management – This is a technical leadership role with engineering and line management responsibilities
  • Quality Management – Maintaining NATO AQAP Standards.
  • Defence Procurement – Delivery and procurement of technical equipment, advice or support solutions for the Ministry of Defence and its Agencies
  • Supervises: Direct responsibility for a multi-skilled team of 70 engineers and support staff
Key Tasks
  • Oversee a programme of technical and operational support activity on software development, ICT and data analysis projects;
  • Offer authoritative, technically robust advice to the customer on the programme and risk to delivery and support of software, ICT and data analysis projects;
  • Oversee the support and maintenance of the facility and its ICT Systems;
  • Liaise with Customer Contract Manager and MoD Commercial Officer to foster strong, positive customer relations.
  • Develop the on-site team of 70 company personnel to maintain skills, build resilience and plan orderly successions;
  • Contract for additional work within delegated authority;
  • Oversee financial aspects of project delivery, including maintaining, reviewing and issuing financial records and company reports;
  • Uphold and apply customer and company standards for security of protectively marked and/or sensitive information;
  • Oversee Quality Management System ensuring compliance with mandated standards (e.g. ISO9001, TickIT Plus and AQAP)
  • The duties as described herein are intended as a guide only, and it should be understood that operational demands may at times necessitate that an employee perform duties not included in this description.
Experience and Qualifications
  • The desired qualifications for the positions would be a chartered engineer with a technical degree (BSc or BEng) followed by project management and / or business qualifications such as an MBA.
Essential Experience
  • Experience of working in an IT project management role in a defence or other secure environment
  • Direct management of a large, co-located team
  • Demonstrable change management experience
  • Communication and interpersonal skills to ensure the effective and cohesive functioning of a diverse project team.
  • Experience of working within a structured project delivery environment
Desired Experience
  • Experience in Systems Engineering
  • ISO 9001 & TickIT Plus
  • Risk Management techniques
  • Experience in international agreements  
Person Competencies
  • Is Customer Focussed– You can develop mutually beneficial, trusting long-term relationships with customers and stakeholders
  • Is Results Driven – You will consistently achieve results by setting challenging targets, organising work effectively and overcoming obstacles. Where appropriate, you are able to deliver results through others, creating an environment that supports achievement.
  • An expert in Relationship Building– You are able to build and maintain strong team relationships and wider networks. You know how to make use of networks effectively and demonstrate communication and influencing skills.    
This is a full time, permanent role based in Wiltshire. Full company benefits will apply.
Benefits will include
  • 25 days holiday
  • Company pension
  • Private medical insurance
  • Subsidised gym membership
  • Childcare vouchers
  • Company benefits portal
  • Share Save Scheme
  • Free onsite parking
How to apply


In order to be considered for this Project Manager role you must be eligible to hold DV clearance.


MASS is an equal opportunities employer.