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- Service Management: Oversee the delivery of IT services in line with agreed service level agreements (SLAs) and key performance indicators (KPIs).
- Customer Relationship Management: Build and maintain strong relationships with MoD stakeholders to understand their needs and ensure service alignment.
- Incident and Problem Management: Lead the incident management process, driving timely resolution and implementing effective problem management strategies.
- Change Management: Manage the change process to minimize disruption and ensure successful implementation of IT changes.
- Capacity Management: Monitor and optimize IT resources to meet current and future demand.
- Service Improvement: Continuously identify opportunities to enhance service delivery and improve efficiency.
- Risk Management: Assess and mitigate IT risks to protect MoD assets and operations.
- Financial Management: Manage IT budgets and resources effectively.
- Team Leadership: Lead and develop a high-performing service delivery team.
- Proven experience in IT service delivery management, ideally within a complex organization.
- Strong understanding of ITIL frameworks and best practices.
- Experience in project management methodologies.
- Excellent communication and interpersonal skills.
- Ability to build strong relationships with stakeholders at all levels.
- Strong analytical and problem-solving skills.
- Experience in managing IT budgets and resources.
- Leadership and team management skills.
- Understanding of the MoD's operational environment (desirable).
- Strong customer focus.
- Results-oriented with a proactive approach.
- Ability to work under pressure and meet deadlines.
- Excellent attention to detail.
- Strong ethical and security awareness.
