{"id":2442899,"url":"https://alion.io/job/serco-service-delivery-manager","title":"Service Delivery Manager","company":{"id":1779743,"name":"Serco","domain":"serco.com","url":"https://alion.io/company/serco-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":126000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":50},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-10-13T12:39:50Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T18:27:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who we are\nVIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.\nWhat we do\nWe put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.\nService Delivery Manager\nLocation: Hybrid / Home-based, with some travel across the UK\nReward: A competitive salary and benefits package reflecting your experience and expertise\nWorking arrangements: We welcome discussions about flexibility in working days and hours, subject to the requirements of the role.\nJoin Our Team as a Service Delivery Manager\nAre you an experienced technology service delivery professional who can build strong supplier relationships, improve service performance and keep business users informed?\nAt VIVO Defence Services, we deliver essential infrastructure and facilities management services across the UK Defence estate. We’re looking for a Service Delivery Manager to ensure our strategic technology provider delivers reliable, responsive business application services that support our people and customers.\nThis is an opportunity to combine supplier management, clear communication and continuous improvement, ensuring service commitments translate into effective delivery.\nAbout the Role\nYou’ll oversee the day-to-day performance of our strategic technology provider, holding them accountable for contractual commitments, service levels and agreed outcomes.\nAs a key point of contact between VIVO, business users and the provider, you’ll ensure issues are understood, priorities are clear and actions are followed through to resolution. You’ll use service data and user feedback to identify recurring challenges, improve reliability and ensure stakeholders have an accurate picture of service performance.\nThe role calls for someone who can provide independent, constructive challenge while maintaining productive relationships and keeping the needs of the business at the centre of decisions.\nWhat You’ll Be Doing\nYou’ll manage supplier performance against agreed service commitments, establishing clear reporting, regular service reviews and effective escalation routes. Where performance falls short, you’ll ensure recovery plans have clear ownership, practical actions and measurable outcomes.\nYou’ll oversee the prioritisation and progress of incidents, problems, service requests and changes, working with the provider and internal colleagues to ensure business needs are understood and addressed.\nCommunication will be central to your role. You’ll translate technical information into clear updates for business stakeholders and senior leaders, setting realistic expectations and maintaining confidence during service disruption.\nYou’ll also strengthen service governance, ensuring risks, controls, security, continuity arrangements and responsibilities are understood. By identifying patterns in service issues and user feedback, you’ll drive root-cause resolution and lasting improvements to reliability, responsiveness and the user experience.\nAlongside this, you’ll support service improvement planning, application lifecycle requirements and changes to the service model, helping ensure our application services remain effective as business needs evolve.\nWhat You’ll Bring\nYou’ll have strong experience in technology service delivery, supplier management or business applications, including managing an outsourced or strategic technology provider against agreed commitments.\nYou’ll be confident using performance data, service governance and escalation to improve delivery, with the judgement and resilience to manage competing priorities during service challenges.\nWe’re looking for:\nExperience holding technology providers accountable for service levels, improvement plans and agreed outcomes.\nA good understanding of incident, problem, change, request and service-level management.\nExperience of business application support, service transition and continuous improvement.\nThe ability to interpret contracts, service schedules and performance data.\nStrong reporting, risk-management and action-tracking skills.\nExcellent written and verbal communication, including explaining technical issues clearly to business audiences.\nA constructive, diplomatic approach to challenging missed commitments and resolving issues.\nExperience in facilities management, Defence or another regulated environment would be beneficial. ITIL knowledge or certification and a relevant degree are desirable, although practical experience and a proven record of effective service delivery are equally valued.\nWhy Join VIVO?\nThis is an opportunity to make a direct difference to the technology services our colleagues rely on every day. You’ll have scope to strengthen supplier accountability, improve the user experience and shape more reliable and responsive application services across VIVO.\nWe offer a competitive salary and benefits package that recognises the experience and expertise you bring. We also understand the value of flexibility and welcome conversations about working days and hours, considering individual circumstances alongside business and customer needs.\nThe role is hybrid/home-based, with some travel across the UK. Significant service incidents or planned releases may occasionally require escalation or coordination outside normal working hours.\nYou’ll need to hold, or be willing to obtain, the security clearance required to work within Defence environments.\nReady to help deliver technology services our people can depend on? We’d like to hear from you.\nVIVO Defence Services\nThe role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.\nAt VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.\nWe are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.","description_format":"text","description_chars":6754,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities Management","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-13T12:39:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/serco-service-delivery-manager","json_url":"https://alion.io/job/serco-service-delivery-manager.json","meta":{"generated_at":"2026-10-14T19:46:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26058,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1779743},"rest":"https://alion.io/mcp/rest/get_company?id=1779743"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserco-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserco-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserco-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serco-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserco-service-delivery-manager"}]}