IT Service Manager
// Role Summary
We are seeking an IT Service Manager to be the single point of accountability for end-to-end IT service delivery to a key aviation customer, driving service excellence and ensuring critical technology operations.
// Key Responsibilities
- Lead end-to-end IT service delivery for a key aviation customer.
- Build and maintain strong stakeholder relationships.
- Drive service improvement plans and enhance user experience.
- Manage customer escalations and major incidents.
- Requires Security Check (SC) clearance.
- Based at The Bristol Technology Centre, Bristol, Gloucestershire.
// Role Specification
IT Service Manager - Aviation Sector
Shape the future of aviation technology while delivering services that keep critical operations running. At Babcock, we’re working to create a safe and secure world, together. If you join us, you can play your part as an IT Service Manager at The Bristol Technology Centre, near Bristol, Gloucestershire.
The Role
As an IT Service Manager, you'll be the single point of accountability for end-to-end IT service delivery to a key aviation customer. This is a highly visible, customer-facing role where you'll build trusted stakeholder relationships, drive service excellence, and ensure critical technology services are delivered to the highest standards.
Working at the heart of our Engagement Delivery Team, you'll have the opportunity to influence service strategy, lead continual improvement initiatives, and make a direct impact on customer success. If you're passionate about delivering exceptional IT services, managing complex stakeholder relationships, and helping support vital aviation operations, this role offers an exciting platform for career growth within a global engineering and defence organisation.
Day-to-Day Responsibilities:
- Building and maintaining strong relationships with customer stakeholders as the key interface between Babcock IT and the customer.
- Leading regular service review meetings, presenting performance against contractual commitments and service levels.
- Managing customer escalations and overseeing communications and resolution during major incidents.
- Driving customer-focused Service Improvement Plans that enhance service delivery and user experience.
- Representing the Engagement Delivery Team through executive communications, stakeholder engagement, and customer site meetings.
This role is 37.5 hours per week and is based on-site at The Bristol Technology Centre. Travel to other Babcock and customer sites will be expected.
Essential Experience:
- Experience managing operational IT delivery teams or resolving complex IT service issues.
- Experience producing reports for senior stakeholders and presenting findings effectively.
- Strong understanding of IT services and their relationship to wider business objectives.
- Demonstrable experience managing customer-facing services and stakeholder relationships.
- Proven ability to drive service improvements and maintain high levels of customer satisfaction.
Qualifications:
- Essential: Relevant experience in IT service management, service delivery, or customer-facing technology environments.
- Desirable: PRINCE2 or equivalent project management qualification, ITIL Foundation or Practitioner certification, Technical qualifications such as Cisco, Microsoft, or equivalent certifications.
Security Clearance:
The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.
What We Offer:
- Generous holiday allowance
- Matched contribution pension scheme, with life assurance
- Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
- Employee shopping savings portal
- Payment of Professional Fees
- Reservists in the armed forces receive 10-days special paid leave
- Holiday Trading
- ‘Be Kind Day’
Babcock is a global FTSE 100 organisation. We are a disability confident committed employer and welcome discussions about flexible working.