Service Delivery Project Manager

Company: Ultra Intelligence & Communications Cyber (UK) Business ## **Powering Decision** Join the team redefining defense technology. From engineering systems that save lives to leading programs that change the battlefield—find your place in the future of defense. **Cyber Business** Our Cyber business unit is at the forefront of pioneering advanced cryptographic and key management solutions, facilitating the confidential exchange of vital information for customers operating at both tactical and strategic echelons. Join our team and participate in the innovation that ensures the highest security and trust worldwide. ## **Job Description** Based at our Cyber Centre of Excellence in Maidenhead and our site in Farnborough - hybrid working is available. Powering Decision: Join the team redefining defence technology. From engineering systems that save lives to leading programs that change the battlefield—find your place in the future of defence. Cyber Business: Our Cyber business unit is at the forefront of pioneering advanced cryptographic and key management solutions, facilitating the confidential exchange of vital information for customers operating at both tactical and strategic echelons. Join our team and participate in the innovation that ensures the highest security and trust worldwide. Candidates must be willing and able to obtain, and maintain, DV security clearance . **Role Summary:** We are seeking an experienced Service Delivery & Project Manager to lead the ongoing delivery and support of a technical service for a key customer, ensuring consistently high standards of customer service and sustained performance of the services for the customer and stakeholders. This role focuses on maintaining strong customer and stakeholder relationships, quality of service, and coordinating internal teams to deliver reliable ongoing support and continuous improvement. The successful candidate will need to work closely with internal technical teams and be able to support strategic growth aims for the customer. This may include planning and running pilot projects to assess suitability for rollout to enhance the service for the stakeholder community. The ideal candidate will have a strong background in customer service and service delivery within an IT, engineering, or technology environment, with experience supporting services to meet Service Level Agreements (SLA) and planning for strategic growth. **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. #LI-DC1 #LI-HYBRID #IC ## **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 [[email protected]](mailto:[email protected])