IT Service Delivery Manager

UK CITIZENSHIP REQUIRED FOR THIS POSITION: YesRELOCATION ASSISTANCE: No relocation assistance availableCLEARANCE TYPE: UK-Security Check (SC)TRAVEL: Yes, 25% of the Time IT Service Delivery Manager £60,000 - £92,000
Northrop Grumman has an immediate need for an IT Service Delivery Manager to lead the IT Service Management and first-line support teams for IT services delivered in the Northrop Grumman's businesses in the EMEA Region (Europe, Middle East and Africa). You will be responsible for service delivery in partnership with the wider EMEA IT team and Northrup Grumman central IT Service Lines. The position will be located in Cheltenham and will report to the EMEA IT Director.
As part of the EMEA IT leadership team, the initial priorities of the role include:

Building lasting and productive relationships with key stakeholders,

Shaping and maturing a Service Management function to drive a customer focus mentality and improve ITIL process maturity, and

Maintain high service levels in the delivery of first line support.

Responsibilities include:

Managing and improving service delivered by the Service desk and 1st line support team

Maturing, implementing and maintaining ITIL Service Process across the EMEA IT Team, including


Incident and Problem Management

Change and Configuration management

Service Level Management

Financial Management

Managing IT Service budgets, ensuring cost effectiveness and efficient resource allocation

Managing IT Service reporting to drive service improvements and improve communication with customers

Overseeing relationships with third party vendors and service providers

Instil and drive a culture of continuous service improvement, identifying and implementing opportunities to improve the quality and efficiency of IT services

Leading the resolution of IT Incidents and Problems, ensuring timely and effective resolution and communication

Manage effective relationships with stakeholders to ensure the EMEA IT organisation is aligned to customer priorities and influence senior stakeholders / arbitrate when blockers are escalated

Managing and motivating the team, fostering a positive and productive environment

Working with wider corporate IT functions to effectively deliver the best possible service

Essential Qualifications:
Bachelor's or higher degree in Computer Science, Management Information Systems, Business or related field of study and extensive relevant professional experience. In lieu of education, extensive related experience will be considered. ITIL Qualified and experience of implementation and ongoing maturity, to improve the effectiveness and efficiency of IT Services delivered Demonstrate a thorough understanding of the technical concepts required for the role Possess a strong user focus demonstrating experience in meeting the needs of users across a variety of channels Experience leading diverse/matrixed functional teams driving outcomes and achieving results Results-oriented team player, with the ability to handle a rapidly changing set of priorities while maintaining a strong professional presence. Must be flexible and demonstrate strong judgment/decision-making skills and risk management, as well as strong business and technical acumen. Excellent organisational, verbal, and written communications skills Management experience and skills, or other comparable leadership positions, to include management of offsite and matrixed personnel, and employee development. 25% travel is required.

Preferred Qualifications:
Prior experience of undertaking a similar role for manufacturing, engineering, development and production environments--to include classified and unclassified environments. Comfortable making recommendations that have broad organisational impacts. Possess strong interpersonal and written skills; strong organisational and analytical skills; and must be a team player.

Northrop Grumman is committed to hiring and retaining a diverse workforce, and encourages individuals from all backgrounds and all abilities to apply and consider becoming a part of our diverse and inclusive workforce.