Service Delivery Manager
Job Reference:
LM People Job Code/Title:
Location:
Programme / Functional Group:
ISGS11647
E7134I / Service Delivery Manager
Farnborough
IS&GS - Secuirty and Defence - Cyber and OSINT
Description of Business Environment:
Lockheed Martin (LM) is a multi-national technology company comprising a number of
diverse lines of business. The Security and Defence line of business is part of LM’s
Information System and Global Solutions (IS&GS) organisation with a number of
programmes including ICT/Cyber, Geoint, ISTAR and Tactical Data Links. The company
implements a matrix organisational structure that in collaboration with other lines of
business, industry partners, subcontractors and vendors as appropriate is able to
capture and deliver programmes of work consistent with the Company's business
objectives and goals. We currently require a Lead Engineer to carry out the technical
lead role in the design, development and delivery of cyber system for a key customer.
The role is based at our facility in Farnborough, Hants, and will require some travel to
our customer’s facilities in Wiltshire and elsewhere.
Specific Job Description:
Manages the delivery of services to ensure that SLAs (service level agreements) and
KPI (key performance indicators) are met or exceeded; maintains tight control over
schedule, risks, scope of work and budget; ensures that operational teams have a clear
understanding of requirements; builds and maintains strong relationships, and provides
day-to-day advice and support to client groups; ensures service quality and delivery
standards; identifies service needs, plan the service delivery and proactively supports
cost reductions.
Specific Job Description:
 To be customer facing and act as the single point of contact for the customer
relationship management with stakeholders at all levels
 Management of service requests, issues and prioritisation working with an agile
environment
 To build enduring relationships both within LM, the customer and our strategic
suppliers. The delivery will require management of teams and deliverables
 Responsible for overall management oversight and leadership to the programme
delivery from Beta through to Live Logistics Support
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To manage and proactively monitor the health of the collaboration that is taking place
with customer teams and suppliers and to take corrective steps to ensure effective
working
To own effective induction and orientation of new staff to the delivery and
programme; ensuring they understand their accountabilities for working in a
collaborative agile manner
To act as the primary point of contact and management escalation point to resolve
customer requests and issues for all team members in an agile environment
The applicant will understand how to deliver against demanding programmatic,
technical and commercial requirements whilst maintaining Lockheed Martin
processes and principals
Own, manage, set up and deliver reporting metrics to monitor and manage on
programme status including; schedule, RAID (Risks, Assumptions, Issues and
Dependencies, Work Breakdown Structure, earned value, financial and performance
status, Demand Management, and monthly Service Review reporting to the customer
Allocates resources to ensure service level targets are achieved consistently
Overall management oversight to the Service Desk capability and resolution of all
incidents, problem root cause analysis and request fulfilment activities
Ensuring delivery of Root Cause Analysis (RCA) reports to the customer in a timely
manner
Navigates within the organisation to ensure tickets / activities are managed
effectively and exceptions are minimised
Responsible for managing resolution of Incidents related to ITSM toolset and other
services being delivered
Management oversight of the Service Desk teams to ensure Service Level
Agreements (SLA’s) and Key Performance Indicators (KPI’s) are being managed and
met
Ensures appropriate Tech Ops representation on technical management bridges
Coordinates with the Change team to acquire approval for latent or emergency
changes to the environments where required
Reviews the quality and accuracy of ticket updates and takes continual improvement
steps including lessons learned reviews with teams
Provides inputs to Major Incident Reports and remedial actions for related outages
Runs and manages proactive Lessons Learned reviews including putting in place
improvement actions
Runs and manages the Continual Service Improvement Register; performs trend
analysis to identify improvement opportunities with teams and the customer
Runs and manages the Demand Management Board with the customer; ensuring
immediate requirements and future resourcing demands are proactively managed in
an agile responsive manner
Provides financial authorisation to customer work requests in line with the defined
governance thresholds and escalates where required
Required Skills:
 Strong track record in Service Delivery
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Strong oral interpersonal skills
Strong written commnication skills
Ability to manage demanding customer requests in a fast paced agile environment
Technical management/leadership from a service delivery perspective
Ability to translate information into familiar customer language in a Logistics Support
environment
Holds people accountable for their commitments
Organised with strong planning skills
Enthusiastic self-starter with good communication skills
Strong analytical skills and ability to develop and recommend solutions for
problems/issues
Desirable skills and experience
 Knowledge using ITSM tooling, processes, or other CMDB integration
 IT Support background
 ITIL Foundation
 Typical Minimum Education & Experience:
 Ideally require a Bachelors degree from an accredited college and capability typically
achieved through demonstrable professional experience. Will also consider
individuals with equivalent experience / combined education. Considered an
emerging authority
Standard Job Description:
Manages the delivery of services to ensure that SLAs (service level agreements) and
KPI (key performance indicators) are met or exceeded; maintains tight control over
schedule, risks, scope of work and budget; ensures that operational teams have a clear
understanding of requirements; builds and maintains strong relationships, and provides
day-to-day advice and support to client groups; ensures service quality and delivery
standards; identifies service needs, plan the service delivery and proactively supports
cost reductions.
Typical Minimum Education & Experience:
Ideally require a Bachelors degree from an accredited college and capability typically
achieved through demonstrable professional experience. Will also consider individuals
with equivalent experience / combined education. Considered an emerging authority