IT Service Manager
// Role Summary
Lead and manage IT services from strategic suppliers and internal teams as an IT Service Manager within BAE Systems' Collaboration team. Ensure services are accessible, compliant, cost-effective, and meet business needs.
// Key Responsibilities
- Manage the full product lifecycle of IT services.
- Ensure services are delivered within budget and meet performance standards.
- Collaborate with suppliers and internal stakeholders for service excellence.
- Maintain service performance in line with Agile and continuous delivery principles.
- Requires ITIL Foundation and relevant ITIL Intermediate or equivalent training.
- Experience with external suppliers and unified communications tools is essential.
// Role Specification
IT Service Manager - Collaboration Team
Join BAE Systems as an IT Service Manager within the Collaboration team, part of the Workplace Portfolio. You will be responsible for overseeing services delivered by BAE Systems' strategic suppliers and internally managed teams. Your role is to act as the professional conscience, ensuring that lines of service are accessible, compliant with business requirements, and aligned in terms of service definition, cost, and performance.
Core Duties:
- Provide input to and implement service continuity plans.
- Manage the complete product lifecycle to ensure ongoing customer/user needs are met and financial/other benefits are achieved.
- Engage with the Service Delivery Manager (SDM) and Business Relationship Manager (BRM) community to ensure they have the necessary information to meet customer business requirements.
- Maintain service performance to facilitate the integration of future changes according to "continuous delivery" or "Agile" principles.
- Ensure services are delivered within the agreed budget, and that any additional funding requirements are adequately provisioned through the Integrated Business Planning process via the Service Recovery Model.
Essential Skills:
- Experience in IT Service Management.
- Proven experience working with external suppliers.
- Hold ITIL Foundation certification and either appropriate ITIL Intermediate or other relevant capability training.
- Knowledge of Microsoft Teams, unified communications, or Teams devices.
The Modern Workplace Team:
The Modern Workplace team is a dedicated group of service managers focused on delivering high-quality collaboration and end-user services to support a large and dynamic workforce. Reporting to a Senior Service Manager, the team provides governance, assurance, and strategic oversight for third-party partners delivering critical modern workplace services. Working closely with internal stakeholders and suppliers, the team drives service excellence, continuous improvement, and innovation across the IT estate. While geographically dispersed across the UK, the team operates as a highly collaborative and supportive unit, fostering a strong sense of community, shared purpose, and the opportunity to influence and shape services at scale.