Service Delivery Manager - Ministry of Defence - HEO

Location

Northwood HQ, Sandy Lane, Northwood, Middlesex, HA6 3HP

About the job

Job summary

The MOD's digital teams ensure we remain among the most technologically advanced Armed Forces in the world. We develop and lead in cutting-edge data science, automation and cyber security solutions to protect the UK and its interests, at home and abroad.

Our mission also goes beyond the battlefield by leading humanitarian efforts and driving innovation that impacts lives across the globe.

▶ Watch to find out more about what we do.

Passionate about using your skills to make a critical difference? Your next career move could be here!

This position is advertised at 37 hours per week.

Job description

High Grade Messaging (HGM) forms part of the team structure providing 24/7/365 service delivery, to a select customer base within the UK and overseas.

As HGM Service Delivery Manager, you’ll have a primary operational focus, managing service delivery in a high-tempo, customer-facing environment. You’ll ensure service performance standards are met, services provided are resilient and be instrumental in service transition projects.

Accountable for the performance of the teams, you’ll ensure they’re motivated and collaborative, identifying and resolving issues as required.

You’ll focus the team on what is most important for the delivery of products and services and encourage and facilitate continuous improvement. You’ll coach and mentor team members and others, to apply the most appropriate Agile and Lean tools and techniques.

High Grade Messaging is being replaced by Military Messaging, with service transition work already underway.

Responsibilities

• Responsible for the delivery of HGM, to meet the designated delivery requirements and performance activities of Service Level Agreements (SLA), in a cost-effective manner.
• Ensure the delivery of MOD’s Messaging Services on the associated platforms and manage the processing of messaging signals.
• Act as the departmental Assistant Security Officer, ensuring that the appropriate security regulations and procedures for all aspects of physical, personal, documentary and digital security are correctly adhered to.
• Act as Line Manager/Countersigning Officer for civilian staff, complete annual appraisals for military staff and hold regular face to face staff briefings, to communicate both core and local information across all managed sites.
• Manage, in consultation with senior management, implementation of organisational change and business improvements within your area of responsibility. Liaise with authorities and represent Messaging at meetings and forums, as a subject matter expert.
• Responsible for the implementation of business management systems and reviews, ensuring compliance with overarching policies and processes.
• Manage, maintain and control all aspects of the appropriate Crypto Account, providing full records for accountability.
• Provide support to project teams and commercial partners, during the transition to the replacement Military Messaging facility.

Person specification

Please ensure that your application meets the essential criteria below:

We would expect to see experience of service delivery in a digital environment, management of Service Level Agreements and knowledge of IT security and/or ITIL service transition practices.

To be successful in this role, you’ll also need:

• Experience in leading and supporting a busy and diverse team, able to multitask and prioritise when faced with competing deadlines.
• Knowledge of security policies and procedures.
• Ability to build and maintain strong working relationships.
• Great communication skills, both verbal and written.
• Ability to quickly assess information and make credible recommendations at pace.
• Proficiency in the use of Microsoft 365 software, including Excel and Outlook.
• Motivation to learn and commitment to your continuous development.