Junior Service Delivery Manager

Job Description

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

We are looking for a Junior Service Delivery Manager to support the delivery of managed services for our clients.

In this role you will coordinate operational service delivery, and manage the delivery of managed services contracts to meet client SLAs to budget and quality standards. You will acts as the client’s primary point of contact for service delivery, reporting into the Delivery Management chain and liaising with managed service management

This role is ideal for someone early in their delivery or service management career who enjoys working with both people and technology, and wants to grow into a senior delivery leadership role. Security clearance (NV1) is required and willingness to apply for NV2/PV.

Key Responsibilities

• Building and maintaining relationships with key stakeholders and client staff
• Performance Monitoring and Management of services against contracted Service Level Agreement metrics or KPIs
• Achieving a high level of Customer Satisfaction, producing and enacting recovery action plans if service delivery is not meeting expectations
• Ensuring the Financial health of the contract, managing revenues and costs within agreed budgets and forecasts
• Effective communication with clients and across organisational boundaries – from engineers through to senior managers – getting things done, make things happen
• Ensuring operations teams are aware of the scope of support services to be provided and have the required information in their possession
• Act as a point of escalation for Service failures, with the authority to pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Communication and transition management of changes to ensure awareness and preparedness of all stakeholders

Operational Coordination

• Ensure delivery/support teams understand service scope and commitments
• Track service performance and identify improvement opportunities
• Support implementation of service improvements and operational changes
• Maintain accurate service reporting and documentation
• Support operational governance and service management processes

Skills and Experience

• Essential Experience in service delivery, service desk, operations or project coordination
• Strong organisation and stakeholder communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Desirable: Knowledge of IT service management frameworks such as ITIL
• Experience working in managed services or operational IT environments
• Familiarity with tools such as Jira, Confluence or similar collaboration platforms

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation.