IT Service Delivery Manager

 
• Salary £40,000-60,000
• 25 days annual leave inclusive of up to 3 days Christmas shut-down
• Buy or sell up to 5 days’ annual leave
• Two pension schemes to choose from
• Private Medical Insurance + discounts for additional family members
• Life Assurance scheme up to 4 x salary
• Share Save scheme
• Electric/Hybrid Car leasing scheme
• Cycle to work scheme
• Retail discounts
• Career development support

We’re looking for a proactive and experienced IT Service Delivery Manager to join our Digital Services Group and play a crucial role in delivering high-quality IT services across the organisation. In this role, you’ll ensure that services consistently meet agreed Service Level Agreements (SLAs), maintaining operational excellence and reliability. You’ll also support change projects by leading service transition activities, ensuring new services are seamlessly integrated into operations, and provide essential support for incident management, driving prompt resolutions for key services. 
 
In this role, you will own and manage the IT service relationship with internal customers, acting as the primary point of contact for all service-related issues and concerns. Your focus will be on building strong relationships and ensuring a high level of customer satisfaction through effective communication and responsive service delivery, ensuring the system(s) ensure their availability, integrity and longevity.
 
You’ll work primarily from our Head Office in St Neots but will manage teams and engage with stakeholders from other sites frequently. Minimal travel will be required for the role as majority of interaction with other sites can be done remotely, with occasional visits to our Lincoln site. We offer a flexible working policy giving you the ability to work from home when needed. 

How you’ll support us

• Setting the technology roadmap for the system(s) in accordance with the IT strategy
• Work within the service management practises and contribute to their evolution 
• Responsible for maintenance plans and activities for the system(s) 
• Responsible for the IT asset management
• Responsible for system configuration management
• Responsible for system performance in accordance with business objectives and agreed SLAs/KPIs 
• Responsible for the management of the systems in accordance with the RMADs and the production of system documentation to support accreditation 
• Work with the Head of Digital Capabilities on overall technology capabilities 
• Responsible for the co-ordination of IT support services in conjunction with the Principal Delivery Manager
• Responsible for the co-ordination of IT delivery resources in conjunction with IT Delivery Team Leaders
• Responsible for the production of the management information of the system(s) 
• Lead major incident response in the context of the system(s) you are responsible for
• Contribute to the development of the business/IT continuity plans 
• Responsible for the maintenance of the technical controls that enable security in conjunction with the Security Manager 
• Participate in business working groups for progression of system capabilities 
• Participate in industry working groups for the progression of system capabilities 
• Responsible for the identification of and implementation of mitigations for system(s) risk 
• Participate as an authority in the IT change management process

The invaluable experience you’ll bring, to help us achieve more
 
• Strong attention to detail;
• Strong stakeholder management skills;
• Experience in IT/Service Management;
• Ability to define business requirements;
• Understanding of Server Architecture, Firewalls, and Routers;
• Understanding of Windows Server, Exchange, SQL, Skype, and MS SharePoint;
• Understanding of Microsoft Cloud Technologies 
• Understanding of Software Licensing Models 

It would be great if you also have experience with:

• ITILv4;
• ISO27001 & ISO20000
• Agile delivery methods
• Project management 
• Working within the defence or other secure environments 

Our non-negotiable:

Due to the highly-secure nature of the projects you will be involved with, you must be eligible to work in the UK and be eligible to undergo and maintain UK Government Security Check (SC) Security Clearance.

Who is MASS?
 
MASS is an independent, global technology company, trusted by highly-secure organisations to provide advanced, digital services that manage data and keep information safe. With our heritage in defence, we offer robust solutions to sectors where security expertise is essential.

We work in partnership with customers, using skilled, technical experts. We think innovatively to provide tailored, agile and resilient solutions that secure advantage, so you’re ready for digital transformation. MASS is an equal opportunities employer; we know that our people are smart, skilled and motivated and in return we provide a friendly workplace where everyone is valued and has the chance to make an impact.

Apply today to see how working for MASS could work for you!