Service Delivery Manager - Ministry of Defence - HEO

Location: Northwood HQ, Middlesex

What is this role?

This is a Service Delivery Manager role supporting one of Defence’s most critical digital communications services.

High Grade Messaging (HGM) provides secure, 24/7 messaging services to a select customer base in the UK and overseas. The service is currently transitioning to a new Military Messaging capability, making this a key moment to join.

Why this role matters

Secure messaging underpins Defence operations.

In this role, you’ll:

• Ensure vital communications services remain resilient and available
• Protect highly sensitive information
• Support the transition from HGM to the next‑generation Military Messaging service

This is operational service delivery with national‑level importance.

What you’ll be responsible for

As Service Delivery Manager, you will:

• Lead delivery of a 24/7/365 secure messaging service
• Ensure service performance meets agreed SLAs
• Manage incidents, service resilience and continuous improvement
• Lead and motivate operational teams in a fast‑paced environment
• Act as Assistant Security Officer, ensuring security compliance
• Oversee service transition to the new Military Messaging platform
• Work closely with senior stakeholders and specialist partners

You’ll balance day‑to‑day operational delivery with longer‑term service improvement.

Who this role is for

This role could be a good fit if you:

• Have experience managing digital or IT services
• Are confident working with SLAs and live services
• Can lead teams in high‑pressure environments
• Understand (or want to develop) IT service management and security practices
• Enjoy responsibility and accountability

Experience with ITIL or service transition is especially valuable.

Security & eligibility (important)

Due to the nature of the service:

• Developed Vetting (DV) clearance is required
• This role is open to sole UK nationals only
• Additional security checks and travel restrictions apply

These requirements are essential to protect sensitive Defence operations.

Working pattern

• Based at Northwood HQ
• Some UK travel required for meetings or training
• Strong support for learning and professional development
• Opportunity to gain recognised qualifications, including ITIL

Interested?

This partner post provides an overview.

Click through to the full Civil Service job advert for detailed requirements and to apply.