Service Delivery Manager Ref. 1200

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Technology Roles
Central London
Permanent
Full Time
From £43,181 to £46,298

Whatever your role at MI5, you will be contributing to protecting the UK from threats to national security, including terrorism and espionage. This is an exciting opportunity for new Service Delivery Managers to join our innovative Information Technology department, where technology plays a crucial and increasingly strategic role.


The Role

You have the chance to make a significant contribution towards safeguarding the UK by acting as a key participant in the design and delivery of our strategic programmes and business critical initiatives.

As a Service Delivery Manager you will be working in a fascinating and at times demanding environment,  holding responsibility for the performance of various systems and services that enable MI5 to function successfully. You will use strong interpersonal skills to build and maintain relationships with key stakeholders across the organisation, working out how best to meet their needs.


Key Responsibilities

  • Agree, implement and manage Service Level Agreements (SLAs) to ensure service level targets are achieved and customer expectations are met
  • Document service performance data against agreed SLAs
  • Build and maintain strong customer relationships within the MI5 business, engaging customers where necessary for implementations, liaising during incidents, and acting as an escalation point for issues
  • Hold service review meetings and operational level agreement reviews focussed on continuous improvement, implementing service improvement plans where appropriate
  • Work closely with a wide variety of partners including third party suppliers, business stakeholders and business relationship managers



The Person

We are seeking candidates with excellent communication and interpersonal skills, who work well with others but are also able to work independently with confidence. You will demonstrate flexibility in your approach and an enthusiasm for understanding and utilising new IT technologies. You will thrive under pressure and respond to challenges with a logical approach and a ‘can-do’ attitude.

You must have experience of working within a Service Delivery environment, ideally one involving significant matrix management. An ITIL Foundation, with a sound knowledge of IT Services and its underlying infrastructure would be very desirable. In return, we offer excellent training and development opportunities and a highly supportive environment.



Recruitment Process

The first thing we will ask you to do is complete our pre-screening questions to find out if you meet our initial criteria. If you do meet these criteria we will then ask you to begin an application.

You will need to create a log in and provide your full name, email address and a memorable password. Once you have successfully created a personal account, you will be required to complete an initial registration form, providing contact details and equal opportunities monitoring information.

You will then be invited to upload your CV and complete an online application form. Our recruitment team will conduct a sift of your application. Successful applicants will be invited to a telephone interview, which will include some competency based questions and will explore your background and motivation to work for MI5.

If you are successful, you will be required to attend a face to face competency based interview at MI5. This will be followed by a security interview with a vetting officer. You should read about the vetting process and satisfy yourself that you meet the criteria outlined in the vetting pages of the How to Apply section prior to submitting an application.

Giving misleading information or omitting or concealing information during the recruitment and vetting process is viewed very seriously. You should ensure that you follow our guidance from when you apply.



Guaranteed Interview Scheme

As part of our commitment to the “Disability Confident” scheme we offer an interview to all candidates with a disability who meet our minimum criteria for the job vacancy that they are applying for. This is known as the Guaranteed Interview Scheme (GIS).

Along with the standard eligibility requirements for this post, your application will be assessed on how far you meet the job requirements. Your application must score the minimum amount of points set. On successful completion of this stage, you will be invited to interview. This will normally be a telephone interview and is our guaranteed interview.



Eligibility Criteria

To be eligible to apply, you must meet our residency criteria. You must be a born or naturalised British citizen and one of your parents must be a British citizen or have substantial ties to the UK.

Candidates must normally have been resident in the UK for nine out of the last ten years. This is particularly important if you were born outside the UK. However, we will still consider you if you’ve served overseas with HM Forces or in some other official capacity as a representative of Her Majesty’s Government, studied abroad, or lived overseas with your parents.

Due to vetting requirements you will need to be 18 years old, or above, to apply. Your application may take around six months to process.

Owing to the sensitivity of our work, we do not publicly disclose the identities of our staff. Discretion is vital. You should not discuss your application, other than with your partner or a close family member.

The Security Service is committed to reflecting both equal opportunities and the society we protect.

This Program / Vacancy is closed to applications.