Senior Service Delivery Manager

Envitia is a UK-based software and services company that helps organisations unlock the full value of their data to make better, faster decisions. With over 30 years of experience, we specialise in delivering innovative software products, solutions, and consultancy services that transform complex data challenges into actionable insights.

Our mission is to empower customers across defence, government, and national security sectors to harness the power of data — from geospatial intelligence to advanced analytics and AI integration. We are proud to be a trusted partner to UK defence and government organisations, delivering technology that drives smarter, data-driven outcomes.

We’re also delighted to have been named one of The Sunday Times Top 100 Medium-Sized Companies to Work For 2025 — a recognition of our commitment to innovation, collaboration, and creating an outstanding workplace where people can thrive.

The Role

As a Senior Service Delivery Manager at Envitia, you will play a central role in leading and developing our service delivery capability as part of our expanding Project Management team. You’ll take ownership of our internal product and solution support services, while also serving as an embedded Service Manager on a major defence programme.

With an increasing number of products and solutions entering in-service support, Envitia has reached an exciting point of scale where dedicated service delivery expertise is essential. You will oversee, enhance, and mature our service delivery processes, tools, and structures to ensure we consistently provide high-quality services to our growing customer base.

This is a dynamic and evolving role, offering the opportunity to shape how service delivery operates across the business. The successful candidate will manage a varied portfolio of responsibilities that will develop over time, combining both internal leadership and client-facing engagement as the organisation continues to grow.

Responsibilities

Embedded Service Delivery Management

• Oversees service performance against agreed OLA's, SLA's & KPIs;  

• Accountable for the management of major incidents (P1 and P2's) through to prompt and successful service restoration  

• Accountable for planned and responsive communications with key stakeholders 

• Accountable for analysing service performance data and creating the monthly service dashboard, ensuring reports are communicated in a language that is easily understood. 

• Responsible for holding monthly service review meetings with the senior leadership team and tenants. 

• Work effectively with stakeholders from the Service (Engineering and Transition teams) and our Tenants (users of the Service). 

• Accountable for facilitating weekly Change Advisory Board (CAB) meetings to ensure risk and impact to service is understood prior to change deployment 

• Responsible for contributing to the overall Navy Digital Hosting strategy, specifically from a service perspective 

• Responsible for managing and controlling the evolution of service scope, taking ad-hoc demands and managing them into updates to service catalogue with the implications understood by service stakeholders. 

• Responsible for service improvement plans, as required, to ensure service value and quality.  

• Responsible for continuous improvement whilst protecting the integrity of the NDH service  

• Responsible for defining and agreeing Operational Level Agreements with Service users (Tenants) 

Internal Service Delivery Management 

• Responsible for owning and evolving service delivery processes, tools and methods within Envitia for products and solutions under support 

• Responsible for improving monthly service delivery reports, internally and to clients 

• Responsible for coaching delivery staff to improve service delivery to clients 

• Responsible for service design and service delivery estimation within bids 

• Responsible for service delivery improvement, both structurally and in response to lessons learned 

• Line management and development of the current Service Management Analyst and other service delivery staff that may, in the future, be engaged. 

• Support the achievement of ISO20000-1 certification within the business, and the maintenance of that certification thereafter. 

Experience Required

• Experience of infrastructure and software service delivery management. 
• Line management experience and development of service professionals. 
• Experience of digital project delivery into the MOD and/or central UK Government clients.  
• 
  Knowledge of the ITIL Practices including Incident Management, Problem Management, Change Enablement, Knowledge Management, Request Management, IT Asset Management, Service Configuration Management, Measurement & Reporting, Continual Service Improvement and Relationship Management.
• Experience in executing process development and change to an evolving service against a defined service model.
• Ability to work directly with customers, understanding the stakeholder landscape and influencing where necessary to manage dependency delivery. 

Desirable Skills 

• Experience of working in defence with exposure to MOD accreditation processes and standards  

Security Clearance Requirements

The successful candidate must be eligible to obtain and maintain a SC level security clearance.

Location

The role will require travel to a Portsmouth 1 day a week and our Horsham offices 2-4 days a month.