IT Service Delivery Manager

Northrop Grumman; Cheltenham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading defense contractor in Cheltenham seeks an IT Service Delivery Manager to oversee the IT Service Management and first-line support teams. The ideal candidate should possess a bachelor's degree in a relevant field and have extensive experience in managing service delivery, with ITIL qualifications preferred. Responsibilities include maintaining high service levels, improving ITIL processes, and fostering stakeholder relationships in a dynamic IT environment. Travel up to 25% is required.

Qualifications

• Extensive relevant professional experience is required.
• Demonstrate a strong user focus in service delivery.
• Management experience with offsite and matrixed teams.

Responsibilities

• Lead IT Service Management and first-line support teams.
• Maintain high service levels in IT Service delivery.
• Manage and improve service delivered by the Service Desk.

Skills

ITIL qualified

Technical concepts understanding

Results-oriented team player

Strong judgment/decision-making

Excellent organizational skills

Education

Bachelor’s or higher degree in Computer Science or related field

Job description

UK CITIZENSHIP REQUIRED FOR THIS POSITION: Yes

RELOCATION ASSISTANCE: No relocation assistance available

CLEARANCE TYPE: UK-Security Check (SC)

TRAVEL: Yes, 25% of the Time

Overview

IT Service Delivery Manager for Northrop Grumman to lead the IT Service Management and first-line support teams for IT services delivered in the Northrop Grumman's businesses in the EMEA Region (Europe, Middle East and Africa). You will be responsible for service delivery in partnership with the wider EMEA IT team and Northrup Grumman central IT Service Lines. The position will be located in Cheltenham and will report to the EMEA IT Director.

Responsibilities

• Building lasting and productive relationships with key stakeholders
• Shaping and maturing a Service Management function to drive a customer focus mentality and improve ITIL process maturity
• Maintain high service levels in the delivery of first line support
• Managing and improving service delivered by the Service desk and 1st line support team
• Maturing, implementing and maintaining ITIL Service Process across the EMEA IT Team, including Incident and Problem Management
• Change and Configuration management
• Service Level Management
• Financial Management
• Managing IT Service budgets, ensuring cost effectiveness and efficient resource allocation
• Managing IT Service reporting to drive service improvements and improve communication with customers
• Overseeing relationships with third party vendors and service providers
• Instil and drive a culture of continuous service improvement
• Leading the resolution of IT Incidents and Problems, ensuring timely and effective resolution and communication
• Manage effective relationships with stakeholders to ensure the EMEA IT organisation is aligned to customer priorities and influence senior stakeholders / arbitrate when blockers are escalated
• Managing and motivating the team, fostering a positive and productive environment
• Working with wider corporate IT functions to effectively deliver the best possible service

Essential Qualifications

Bachelor’s or higher degree in Computer Science, Management Information Systems, Business or related field of study and extensive relevant professional experience. In lieu of education, extensive related experience will be considered. ITIL Qualified and experience of implementation and ongoing maturity, to improve the effectiveness and efficiency of IT Services delivered. Demonstrate a thorough understanding of the technical concepts required for the role. Possess a strong user focus demonstrating experience in meeting the needs of users across a variety of channels. Experience leading diverse/matrixed functional teams driving outcomes and achieving results. Results-oriented team player, with the ability to handle a rapidly changing set of priorities while maintaining a strong professional presence. Must be flexible and demonstrate strong judgment/decision-making skills and risk management, as well as strong business and technical acumen. Excellent organisational, verbal, and written communications skills. Management experience and skills, or other comparable leadership positions, to include management of offsite and matrixed personnel, and employee development. 25% travel is required.

Preferred Qualifications

Prior experience of undertaking a similar role for manufacturing, engineering, development and production environments--to include classified and unclassified environments. Comfortable making recommendations that have broad organisational impacts. Possess strong interpersonal and written skills; strong organisational and analytical skills; and must be a team player.

Northrop Grumman is committed to hiring and retaining a diverse workforce, and encourages individuals from all backgrounds and all abilities to apply and consider becoming a part of our diverse and inclusive workforce.