NexGen Associates

About the Company

NexGen Associates Ltd offers a comprehensive range of services, blending deep industry expertise with influential connections. This enables us to maintain a leading position in recruitment across the Technology, Defence, Security and Government sectors. We proudly collaborate with leading organisations across the UK and we have recently expanded beyond Defence and Security into the Commercial sectors. Our mission is to support Service Leavers, Veterans, and Veteran Spouses by helping them secure the opportunities they deserve in top-tier companies. With over 30 years of recruitment experience, we specialise in placing highly qualified candidates in diverse, global projects. At NexGen Associates, we are deeply committed to empowering military veterans as they transition to civilian life. We understand the challenges of this journey and are dedicated to providing support every step of the way - through bespoke networking events, direct referrals and personalised guidance. Our distinct approach delivers measurable value to our clients, reducing costs while giving them access to the Military's top talent. Let us show you how NexGen Associates can enhance your recruitment strategy and help your organisation thrive.

Listed Jobs

Company Name

NexGen Associates

Job Title

Service Delivery Manager

Job Description

Job Title: Service Delivery Manager Role Summary Lead and optimise the IT Service Management function for a defence‑focused organisation, ensuring high quality service delivery, SLA compliance, and continuous improvement across support teams and third‑party suppliers. Expectations | • Hold a current SC clearance and be eligible for DV | • 3–5 years of service delivery or service management leadership experience in a complex or regulated environment | • Proven ability to embed and scale ITIL 4 processes and tools | • Strong supplier contract and KPI management skills | • Ability to influence strategy while handling day‑to‑day operations | • Excellent communication, leadership, and stakeholder management skills | Key Responsibilities • Oversee Service Desk, Desktop, and Mobile Support teams, driving strong performance and SLA achievement • Own Incident, Request, Change, and Escalation processes; lead continuous improvement initiatives • Chair the Change Advisory Board, ensuring proper assessment, planning, and documentation of all changes • Maintain accurate Service Catalogue, SLAs, and SOPs; keep them up to date and aligned with business needs • Conduct proactive capacity planning, forecasting, and monitoring to safeguard service stability • Manage third‑party suppliers, holding them to contractual obligations and KPI targets • Build and sustain a clear Service Management operating model and RACI structures across project functions • Define service management requirements for supplier and partner contracts • Develop and communicate a Service Management operational strategy and long‑term roadmap to senior leadership • Provide risk, governance, and assurance board insights; report on performance to senior and external stakeholders • Coach and develop a high‑performing team, fostering capability and resilience; monitor KPIs and drive trend analysis Required Skills • Deep understanding and practical experience of ITIL 4 framework • Hands‑on expertise with ITSM tools (Halo, ServiceNow, Remedy, or Jira Service Management) • Supplier management within strict SLA environments, with a track record of performance improvement • Knowledge of public cloud hybrid hosting, ISO 20000, ISO 27001, and SIAM principles • Strong communication, leadership, and stakeholder engagement abilities Required Education & Certifications • ITIL v4 Practitioner certification (essential) • SIAM or SDI certification (desirable) ---

Corsham, United kingdom

On site

26-11-2025