Campaign: Service Delivery Manager
Full time, part time and compressed hours are feasible. Hybrid working is supported, with the possibility of working at home or in another workspace for a percentage of the week.
MI5 keeps the country safe from serious threats like terrorism and attempts by states to harm the UK, its people and way of life. We carry out investigations by obtaining, analysing and assessing intelligence, and then work with a range of partners, including MI6 and GCHQ to disrupt these threats. Through our protective security arm, we provide advice and guidance to government, businesses and other organisations about how to keep themselves safe. A role in MI5 means you’ll do unique and challenging work in a supportive and encouraging environment, making a real difference to UK national security.
As a Service Delivery Manager you'll work in a small, lively team to help shape efficient and flexible service management. Working in a key role in an innovative section of our business, you'll have the opportunity to make a real impact on our daily operations.
You'll handle tasks as unique as the solutions we create. Engaged in all aspects of service management, you could find yourself involved in incident, risk, asset, or change management one day, to ensuring the seamless transition of new services into our regular operations the next. No matter what project you're on, you’ll always collaborate with customers to process model improvements as you make any necessary changes.
Communication will play a big part in your daily routine. You'll regularly talk with engineers, users, and partners, providing them with best-practice advice on service management issues to build and maintain strong relationships. Working as a member of a team, you'll know that clear communication is the key to everyone grasping the bigger picture and contributing to our mission.
But your impact here goes beyond service management and communication. You'll also be instrumental in helping us adopt better ways of working. At MI5, we're introducing lean and agile methodologies and looking to bring in Pod-based engineering. You and your team will have a central role in shaping how these methods are integrated, making sure that best practice guides us throughout the entire process.
You’ll bring experience of working in either IT support, project or delivery teams and you'll be familiar with Agile and Lean work approaches. With experience in a service management role, preferably spanning different ITIL (Information Technology Infrastructure Library) disciplines, you’ll have a solid grasp of the ITIL Service Lifecycle.
Beyond this, you’ll have good organisational skills and the ability to multitask. This will prove essential, as you'll need to plan your work in the context of often rapidly changing demands. Knowledge of the fundamentals of IT infrastructure and support is essential, and you’ll be comfortable making decisions whilst working at pace.
Training and Development:
As an organisation, we’re committed to the ongoing personal and professional development of all our staff. As well as offering accredited training in ITIL, SAFE (Scaled Agile Framework) and other disciplines relevant to Service Management, we also offer a personal learning budget, with which you can choose how you grow and develop your skills and knowledge.
Following your induction period when you will learn about the organisation and its people, you will be assigned a learning buddy who will be on-hand to mentor you throughout your training period – as well as to provide advice and guidance as you settle into your role, and life at our organisation.
Rewards and Benefits:
You’ll receive a starting salary of £48,602 plus other benefits including:
- 25 Days Annual Leave automatically rising to 30 days after 5 years' service, and an additional 10.5 days public and privilege holidays
- Opportunities to be recognised through our employee performance scheme
- Personal Learning Budget
- Interest-free season ticket loan
- Excellent pension scheme
- Cycle to work scheme
- Facilities such as a gym, restaurant and on-site coffee bars (at some locations)
- Paid parental and adoption leave
At MI5 diversity and inclusion are critical to our mission. To protect the UK, we need a truly diverse workforce that reflects the society we serve. This includes diversity in every sense of the word: those with different backgrounds, ages, ethnicities, gender identities, sexual orientations, ways of thinking and those with disabilities or neurodivergent conditions. We therefore welcome and encourage applications from everyone, including those from groups that are under-represented in our workforce such as women, those from an ethnic minority background, people with disabilities and those from low socio-economic backgrounds.
Find out more about our culture, working environment and diversity on our website:
We’re Disability Confident
MI5 are proud to have achieved Leader status within the DWP’s Disability Confident scheme. This is aimed at encouraging employers to think differently about disability and take action to improve how they recruit, retain and develop disabled people. Being Disability Confident, we aim to offer a person-to-person interview to any candidate who self-identifies as disabled and meets the essential criteria for the role. This is our ‘Offer of Interview’ (OOI). To secure an interview for this role, candidates applying under this scheme must pass the following questions as part of the initial application sift:
• Previous work experience in Service Management and a working knowledge of the ITIL Service Lifecycle
• Ability to organise your work around changing demands
• Understanding of the fundamentals of IT infrastructure and support
What to Expect:
Our recruitment process is fair, transparent, and based on merit. Here is a brief overview of each stage, in order:
• Application sift, looking at your motivation for the role and the organisation
• Competency based interview with additional technical questions based on the role
• If successful, you will receive a conditional offer of employment, subject to vetting
Please note, you must successfully pass each stage of the process to progress to the next. Your application may take around 6 – 9 months to process including vetting, so we advise you to continue any current employment until you’ve received your final job offer.
Before You Apply
To work at MI5 you need to be a British citizen or hold dual British nationality. You can read our full eligibility criteria here.
This role requires the highest security clearance, known as Developed Vetting (DV). It’s something everyone in the UK Intelligence Community undertakes. You can find out more about the vetting process here.
Please note we have a strict drugs policy, so once you start your application, you can’t take any recreational drugs and you’ll need to declare your previous drug usage at the relevant stage.
This role is based in Central London, so you’ll need to live within a commutable distance. Please consider any financial implications and practicalities before submitting an application. A loan is available to support people relocating to London.
Please note, you should only launch your application from within the UK. If you are based overseas, you should wait until you visit the UK to launch an application. Applying from outside the UK will impact on our ability to progress your application. You should not discuss your application, other than with your partner or a close family member.
Right to Withdraw Statement:
Please be aware that we withhold the right to bring forward the closing date for this role from the original closing date once a certain number of applications have been received. Please be mindful of this and submit your application at your earliest convenience to avoid disappointment.