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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Manager - **Company:** Uk Defence - **Location:** Warminster, UK - **Salary:** £51,543.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Service Design, SC Clearance, Information Technology - **Published:** August 17, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5844309704 ## About the Role * Significant experience managing and assuring live IT services within a large, complex or highly regulated environment - Lead Criterion * Experience of applying ITIL-based service management practices including incident, problem, change, release and transition management. * Experience using service performance measures (SLAs, OLAs, KPIs and operational reporting) to hold suppliers accountable and improve outcomes. In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview: * Core Behaviour 1: Managing a Quality Service - CSBC 3 * Core Behaviour 2: Communicating and Influencing - CSBC 3 * Technical Competence 1: Service Delivery and Operations (1) - Practitioner ## Description At Defence Equipment & Support (DE&S), we supply and maintain vital equipment and services for the Royal Navy, British Army and Royal Air Force. Together, we deliver a vast range of essential defence programmes and strive for what's next. Because it helps keep our military at the top of their game and our nation safe - for today, and tomorrow. DE&S has recently been integrated into the National Armaments Director (NAD) Group. The NAD Group brings together key Ministry of Defence (MOD) organisations to unite expertise across science, technology, procurement, infrastructure, and support to provide integrated capabilities faster and more efficiently for our armed forces and our allies. This is an exciting new opportunity to enable better ways of working and empower greater collaboration across Defence. For further information about the NAD Group, please visit: National Armaments Director Group - GOV.UK We offer 25+ days' holiday, flexible and hybrid working, enhanced parental leave schemes, shopping discounts, and an exceptional employer pension contribution of 28.97%, to help make work for you. This role requires you to have lived in the UK for the last 5 years and obtain Security Check (SC) security clearance. Clearance must be obtained without any caveats that prevent you from carrying out the role you've been recruited for. If it isn't obtained or is obtained but with caveats that prevent you from carrying out the role, any conditional offer made to you will be withdrawn. Obtaining SC security clearance can be a lengthy process, and we reserve the right to withdraw any conditional offer made if the necessary security clearance isn't obtained within 12 months., We are seeking an experienced IT Service Manager to lead the delivery and assurance of the Joint Asset Management and Engineering Solutions (JAMES) service. This role is responsible for ensuring the effective operation, governance and continual improvement of a business-critical service used across Defence. Working with military users, suppliers and stakeholders, you will manage service performance, assure operational delivery, contractual relationships, oversee key service management processes and support the transition from JAMES to Defence Equipment Engineering and Asset Management System (DEEAMS). This is an exciting opportunity for a service management professional with strong Information Technology Infrastructure Library (ITIL) experience, able to use strong excellent stakeholder engagement skills and a proven track record of delivering high-quality services within a complex and regulated environment. Please note that due to the nature of the role, you will be required full time on site at Warminster. What you'll be doing * Support the lifecycle and development of services and products from design to disposal, sustaining compliance within change Programmes ensuring optimisation. * Manage and maintain the service compliance of IT applications and service assets in line with business and regulatory requirements. * Engage with stakeholders and customers across the business to review, update and implement relevant policies and processes. Engage with organisations, customers, suppliers, partners and peers at account level and guide them through appropriate knowledge sharing to maintain service. * Support the creation of underpinning contracts and agreements during service design through to transition. Monitor agreed performance indicators in accordance with Service Level Agreements (SLA's), Operational Level Agreements (OLA's) and other contractual dependencies. Identify changes in performance through incident and problem management, including service readiness, incident volumes and user satisfaction in support of organisational objectives. * Contribute to the definition and maturity of service integration and transition requirements. * Support design and implementation of service transition plans, including resource allocation within those plans, timelines, and risk mitigation. Support validation and verification activities to transition into the live service environments. * Conduct learning from experience (LFE) activities to capture lessons learnt and to improve future service operations., 1. Pre-sift - We will check your application to ensure that you meet any essential or eligibility criteria that are listed in the Person Specification section of this advert. On your CV, please clearly show how you meet the essential criteria. 2. Sift - Your CV will be assessed against the following categories, using a simple numerical scoring system: Key Achievements; Relevant Experience; Applied Knowledge and Skills. Please follow our guidance on CV writing for best chance of success. 3. Interview - If you're invited to interview, you will be assessed against the following: * CV Review * Core Behaviour 1 * Core Behaviour 2 * Technical Competencies Please Note: In the event of a tied score at interview, the Order of Merit will be distinguished based on the ranking of the assessed behaviours and competencies below: * 1st: Core Behaviour 1 * 2nd: Core Behaviour 2 * 3rd: Technical Competencies * 4th: CV Review In the event of a further tie using the method above, we reserve the right to utilise the Lead criteria, and/or an additional assessment. Please note for this specific assessment, the Lead Criteria will be: Significant experience managing and assuring live IT services within a large, complex or highly regulated environment Feedback will only be provided if you attend an interview. If you feel that your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance you should contact department via email (NAD-Recruitment-Complaints@mod.gov.uk.) If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Recruitment Complaints - Civil Service Commission ## Related Videos - [Securing your application software supply-chain](https://www.wearedevelopers.com/videos/468-securing-your-application-software-supply-chain) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Coding for Good: Achieving social change with an app](https://www.wearedevelopers.com/videos/1645-coding-for-good-achieving-social-change-with-an-app) - [Design as an algorithm, not as a feature](https://www.wearedevelopers.com/videos/471-design-as-an-algorithm-not-as-a-feature) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)