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Service Operations Manager

Job Description
Are you  service delivery manager looking for a new and exciting challenge? 
Have you worked within the defence and cyber space industry? 
Have you managed service operations within an ITIL framework? 

As an organisation, we demand constant innovation, and have an immediate opportunity for a Service Operations Manager to join our team in Cheltenham. 

This is a permanent opportunity where you can grow your career within a dynamic and successful organisation
Different thinking for a Different world

Northrop Grumman is a leading global security company providing innovative systems, products and solutions in autonomous systems, cyber, C4ISR, strike, and logistics and modernisation to customers worldwide. In Europe, we are among the leading defence and security suppliers with 2,500 employees and long-established businesses in the UK, France, Germany, Italy, and Netherlands.

We are involved in a range of future game-changing programmes. Whether this is as a partner in the F-35 Lightning II providing the aircraft with its situational awareness and communications, as a specialist in cyber and intelligence datasets, as the pre-eminent provider of High Altitude Long Endurance unmanned aircraft, or as the ‘go to’ provider for open system architectures for battlespace networks, communications, and command and control, our reputation as an innovator is unparalleled.

How you will make a difference

The Service Operations Manager is the point of contact for all service support related activities i.e. incident management, problem management, change management, and release management. This role will provide essential support to the Service Delivery Manager in delivery of the service to the customer. As a Service Operations Manager, you will;

  • Provide stakeholder management for both the customer and program
  • Manage Service Operations within the ITIL framework
  • Conduct process analysis and implement recommended Continual Service Improvements
  • Plan, manage and execute seamless transition from development teams to operational service teams
  • Collaborate with teams in a matrixed environment, to ensure operation of the service.
  • Attend meetings with the customer as required

Key criteria required...

  • Responsible for all Operational activities within the Service
  • Responsible for management of the Service support queues and associated tasks to ensure SLA’s are adhered to
  • Responsible for management of the processes around the support and delivery of the systems managed by the Service, e.g., Incident, Problem and Change/Release Management
  • Liaison with Customer support teams with regards to systems covered by the Service
  • Collation of Service Metrics and production of Service Reporting to customer

Also, we’d love it if you have...

  • Experience of UK Government working practices
  • Bachelor's degree in computer science, management, IT or related field.
  • ITIL and/or project management certification.
  • Strong technology experience.
  • Experience in Service Management across multiple ITIL defined roles.
  • Proficiency in application development release processes and tools.
  • Proficiency in using CM tools including HP Service Manager
  • Proficiency in IT operations and support organisations.
  • Strong problem-solving, organizational and analytical skills.
  • Ability to build and manage relationships effectively in a matrixed environment.
  • Proficient with Microsoft Office Suite.
  • Ability to communicate effectively, orally and in writing.
  • Ability to manage time and workload effectively which includes planning, organising, and prioritising with attention to details.

If you can do all this and more, you’ll enjoy a growing career as we work hard to continuously innovate the world of cyber security.

Additional information for your consideration...

You will need to be able to hold and maintain UK Government clearances

Being a part of Northrop Grumman gives you the opportunity to use your skills to make a difference in our mission of enabling global security. Our company grows because of our employees' dedication and commitment to achieving our mission, something we always remember. In return for working for us you will have access to a benefits package that provides you with flexibility to balance your professional career with your personal life, health & well-being benefits, discount schemes, pension benefits and investment in your future development.

We are committed to equality and diversity in our workplace. Northrop Grumman provides equal employment opportunities to all employees and applicants without regard to an individual’s protected status, including race, ethnic origin, colour, nationality, national origin, ancestry, sex/gender, gender identity/expression, gender reassignment, sexual orientation, marriage/civil partnership, pregnancy/maternity, religion or belief, creed, age, disability, genetic information, or any other protected status or characteristic.