Lead a high-performing team delivering critical IT services that keep defence operations running smoothly
Responsible for achieving service delivery targets, driving continuous improvement, ensuring strong customer relationships, and maintaining excellence in Incident Management.
Oversee the day‑to‑day running of the Service Desk, ensuring seamless IT service provision.
Act as the Management Representative for DNDC service delivery, ensuring all obligations are met.
Manage incidents within the ITSM tool, ensuring service performance targets are achieved.
Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity.
Build and maintain effective working relationships with customers, internal stakeholders and industry partners.

Requirements

Essential experience of the Service Desk Manager
Excellent analytical and problem‑solving skills.
Practical experience of the full systems development lifecycle (waterfall, agile etc.).
Strong root‑cause analysis capability.
A solid understanding of business process and information management principles.
Ability to work well under pressure, meet deadlines, and communicate confidently at all levels.
Degree‑level education in IT, project/programme management or a related discipline.
ITIL v4 certification.
Additional training or certifications in IT service management, service operations or digital leadership - Desirable
The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role.

Benefits

Generous holiday allowance
Matched contribution pension scheme, with life assurance
Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
Employee share scheme
Employee shopping savings portal
Payment of Professional Fees
Reservists in the armed forces receive 10-days special paid leave
Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement.
‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity.
Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service managementIncident ManagementITSMsystems development lifecycleroot-cause analysisbusiness process managementinformation management

Soft Skills

analytical skillsproblem-solving skillscommunication skillsrelationship buildingability to work under pressuretime management

Certifications

ITIL v4