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About the role
- Service Desk Manager at Babcock managing IT service delivery for national defence operations. Leading a high-performing team and ensuring service excellence in critical operations.
Responsibilities
- 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.
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