Service Delivery / Project Manager

Key Responsibilities

• Take ownership of ongoing service delivery performance, customer satisfaction, incidents management and measurement, and service expectations.
• Build and maintain strong customer relationships, acting as a trusted point of contact for operational support and service delivery matters.
• Coordinate across teams including IT and Technical Services and Compliance to ensure effective long-term service delivery and support.
• Monitor service performance, identify improvement opportunities, and drive continuous service enhancement initiatives.
• Communicate service status, operational risks, issues, and improvement plans to stakeholders and senior leadership.
• Support the management of service risks, issues, dependencies, budgets, and delivery performance across the support lifecycle.
• Resolve conflicts, coordinate priorities, and motivate teams to maintain high service standards and productivity.
• Identify opportunities for contract growth, service improvements, and additional support offerings aligned with customer needs.
• Contribute to the development of costed proposals and support models for contract changes, pilot studies and strategic growth plans.
• Planning and delivery of pilot projects to time, cost and quality, to assess the effectiveness and suitability of enhancements to be integrated into the service.

Required Skills, Experience & Qualifications

• Proven experience in Service Delivery, Customer Support, or Customer Success within an IT, engineering, or technology environment.
• Strong understanding of customer service principles, service management approaches, and long-term customer support models.
• Experience managing service delivery to meet SLAs.
• Excellent stakeholder management and communication skills, with the ability to build trusted relationships internally and externally.
• Strong leadership, coordination, and problem-solving abilities within cross-functional environments.
• Experience managing customer expectations, service incidents, and operational performance against agreed service standards. Ideally with an understanding of best practice in service management (ITIL).
• Experience supporting or managing contracts involving ongoing service delivery and customer support arrangements.
• Confident in establishing, controlling and reporting delivery schedule & costs against an overall budget.
• Experience developing service proposals, support solutions, or contract growth opportunities would be advantageous.
• Ideally, experience interfacing with or delivering services to government or public-sector customers.

Desirable Skills, Experience & Qualifications

• Degree in Engineering, Computer Science, or a related technical discipline.
• Experience of project management tasks (e.g. Forecasting, Scheduling, Risk management, Resource Planning).
• Experience with ITIL.
• Experience with defence, aerospace or regulated industries.

Notice

Due to the nature of the programs we deliver for our customers, candidates may need to obtain the relevant security clearance or handle export-controlled material as defined by the role's requirements. Applicants must be able to obtain and maintain the appropriate level of security clearance for the role. Due to the nature of our work, you must be a British Citizen who has been resident in the UK for the past 5 years in order to apply for SC clearance and 10 years for DV. For more information, please visit the UKSV website.

Our Benefits

Every employee is critical to our success, and as such, we offer a range of flexible employee benefits, including:

• Participation in an Annual Bonus Scheme
• Private Medical Cover
• 25 days’ holiday (plus Bank Holidays) with the option to buy an extra 5 days
• Pension Contribution
• 4 x Life Assurance Cover
• Flexible working hours with opportunity for a 1pm finish on a Friday
• Flexible benefits including cycle to work scheme, will writing and more
• Security Clearance Allowance – where relevant and subject to you holding the required security clearance

Diversity, Equity & Inclusion Statement

At Ultra I&C, we are an equal opportunity employer and value diversity and inclusivity. Underpinned by our values, behaviours, and policies, we want you to feel empowered to be the best version of yourself. We also believe that people from different backgrounds and cultures will increase our diversity of thinking, ensuring we successfully deliver to our customers. We, therefore, do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also support requests for flexible working arrangements wherever possible. If you have any issues with your application, please email us at careers@ultra-ic.com