Response Informatics
Service Delivery Manager
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Role: Service Delivery Manager
Security Clearance: Active SC Clearance
Location: Taunton
Tools & Methodologies: Agile, Azure DevOps, ITIL-aligned change processes, Project Management frameworks, Service Delivery Management practices
We are seeking an experienced Service Delivery Manager with strong Agile expertise to lead a CME project involving Live deployments, P1/P2 Incident Management, Service Request and Continuous Improvement, Tech Debt remediation. The role is responsible for driving end-to-end delivery across multidisciplinary teams, ensuring timely remediation of P1/P2, efficient change coordination, and alignment with public sector governance standards.
This role requires hands-on experience working in security-critical environments, ideally within the UK public sector, and confidence collaborating with Architects, operations teams, and remediation engineers.
In addition, one should demonstrate proven experience in project management and service delivery management, applying ITIL concepts to ensure structured governance, efficient incident/change handling, and continuous improvement of delivery processes.
Key Responsibilities
- Lead the delivery of a multi-stream programme, ensuring structured planning, prioritisation, and progress tracking.
- Manage Agile ceremonies and delivery routines using Azure DevOps for backlog management, sprint planning, reporting, and tracking remediation tasks.
- Work closely with Architects, Platform Engineers, and Vulnerability Analysts to understand risks, plan fixes, and ensure effective implementation.
- Coordinate with server patching teams, infrastructure engineers, and product/application owners to schedule and deliver remediation activity.
- Oversee workstreams covering vulnerability triage, patching, configuration changes, application fixes, and exception handling.
- Manage dependencies and ensure alignment with change management processes (ITIL or similar), including preparing change requests, CAB submissions, and deployment scheduling.
- Apply service delivery management principles to monitor SLAs, manage escalations, and ensure consistent quality of remediation services.
- Effective Management of P1/P2 Incidents.
- Service review as per agreed frequency with the customer.
- Provide clear reporting to senior stakeholders, including remediation progress, blockers, risk levels, and target deadlines.
- Maintain RAID artefacts, ensuring transparent governance and proactive risk mitigation.
- Ensure compliance with security policies, public sector assurance standards, and audit requirements.
- Facilitate collaboration across technical, security, and operational teams to drive timely remediation of critical and high-severity vulnerabilities.
- Drive Improvement across delivery and service management functions, leveraging ITIL practices to enhance efficiency and resilience.
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Essential Skills & Experience
- Demonstrable experience as a Service Delivery Manager in Agile environments.
- Strong background delivering security, infrastructure, or vulnerability remediation projects.
- Hands-on experience using Azure DevOps for backlog, sprint, and delivery management.
- Proven experience working in or alongside the public sector, with understanding of relevant governance, assurance, and reporting expectations.
- Experience working with:
- Architects
- IT Support Management teams
- Server patching and infrastructure teams
- Change and Release Management functions
- Practical understanding of vulnerability management tools, remediation workflows, patch management cycles, and risk-based prioritisation.
- Proven project management experience, including planning, execution, stakeholder management, and reporting.
- Strong service delivery management background, with knowledge of ITIL concepts such as Incident, Problem, Change, and Service Level Management.
- Strong data analysis skills, with the ability to interpret vulnerability data, identify trends, validate remediation activity, and support decision-making.
- Strong communication skills with the ability to influence technical and non-technical stakeholders.
- Security Clearance with British Citizenship must.
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Desirable
- Experience working in environments using NIST, CIS, ISO 27001, or similar security frameworks.
- Understanding of Flexera, Nessus, Invicti, Snyk, or other vulnerability scanning platforms.
- Experience delivering within a large, multi-supplier ecosystem.
- Background in infrastructure, cloud operations, or cybersecurity (beneficial but not required).
- ITIL certification or equivalent training in service management.
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