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IT Service Manager

Date: 17-Mar-2023

Location: Malvern, England, GB

Company: QinetiQ

Job title: IT Service Manager  


The IT Service Manager is responsible for ensuring the quality of service provided by the operational service teams and for making sure that key performance indicators are met and maintained, focusing on the support of technology applications. They act as a focal point and co-ordinator for service development activity, through the management of delivery teams and as a controller of technology assets used in the delivery of service.


This is internal facing role with responsibility for the day to day service delivery of IT services across a business division within the QinetiQ UK Portfolio, reporting directly to the Operations Lead who holds overall accountability for the delivery of Mission IT.  They are responsible for assessing and measuring service output and to make recommendations for operational improvements across service lines and ensuring quality of service to internal customers.


This role is also responsible for working with the Operations Lead to understand changes in the technical operation capability in order to support continuous service improvement, and will be tasked with identifying areas for improvement across service lines.


What will you be doing?

  • Ensure allocated service lines are compliant, delivered effectively and meet the expectations of the business and its customers
  • Provide overall co-ordination of technical and resources of an allocated service line, to ensure that operations can be maintained
  • Provide service knowledge expertise for the allocated service lines and take ownership for keeping service knowledge up to data and relevant.
  • Act as a single point of contact for service lines, its quality, availability and performance. Also be able to resolve any complex issues that may arise in relation to this.
  • Responsible for ensuring that adequate service capability exists to deliver the allocated service lines
  • Responsible for ensuring that the output of the allocated service line supports Internal and external customer Service Level Agreements and Key Performance Indicators.  
  • Actively seeks out opportunities for continuous improvement for both the operational process and service offering.
  • Contributes to the development and selection of technology and tools that are used to support the operation of allocated services



What do you need?

  • Knowledge of managing complex technology applications in line with customer need
  • Knowledge of fundamentals of Information Technology and system design
  • Ideally knowledge and experience in organisational effectiveness and operations management
  • Ideally knowledge of quality management principles and practices
  • Ability to analyse data and has strong attention to detail.
  • Resource co-ordination in a functional and matrix organisation.
  • Ability to influence stakeholders across various positions and levels
  • Communication skills - the ability to write and present complex subject matters in a clear and concise manner
  • Ability to collaborate with others


Experience & Qualifications

  • Experience of working in an Information Technology domain
  • Experience in Technical Operations Management across, complex, managed service propositions
  • Degree educated in Information Technology or equivalent experience
  • Working knowledge of or qualification in ITIL v4 and SCRUM methodologies
  • Experience of driving operational excellence across existing delivery teams
  • SC clearance
  • Experience of solving complex problems
  • Experience in allocation and co-ordination of workload within a team


Please note that all applicants must be eligible for SC clearance as a minimum.

UKSV National Security Vetting Solution: guidance for applicants - GOV.UK (





Why join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in an diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Read more about our diverse and inclusive workplace culture here.  

Joining QinetiQ offers you an opportunity to work on a broad range of interesting defence-based projects with vast career progression across a global organisation in addition to competitive personal and professional benefits.  You’ll receive a highly competitive salary and benefits package: our basic salaries are very attractive as we constantly review what’s happening in the market. The range of benefits that we offer include, adaptive and flexible working, generous holiday entitlements, Health Cash Plan, Private Medical Insurance and Dental Insurance and much more. 

About QinetiQ

As a company of over 6,000 dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. Come and find out how you can play a role.

Please note that many roles in QinetiQ are subject to national security vetting. Applicants that already hold the appropriate level of vetting may be able to transfer it upon appointment, subject to approval. A number of roles are also subject to restrictions on access to information that mean factors such as nationality, previous nationalities held and the country in which you were born may have an effect on the roles that you can be employed in.