POSITION

The position of Service Delivery Manager role role is hybrid working (MOD Corsham, Mintivo Lacock and working from home).. This role will oversee and manage the service team, ensuring high-quality service delivery, efficient incident response, and robust platform operations aligned with MOD standards. This role includes managing ITSM processes through Jira for end-user support, overseeing ServiceNow platform operations on AWS, and driving continuous improvement initiatives across the environment.

WHO WE ARE

Mintivo is a Cloud-first Managed IT Service Provider based in Lackock, Chippenham. We partner with our clients to enhance productivity, strengthen cybersecurity, and drive digital transformation across a wide range of sectors. Our team of IT professionals is passionate about leveraging technology to solve real-world challenges, ensuring our clients can operate efficiently, securely, and without disruption. At Mintivo, we believe in creating a positive impact through technology, investing in our people, and fostering a culture of continuous improvement, collaboration, and customer-centric service.

ESSENTIAL SKILLS & EXPERIENCE

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• Ability to adapt during changing phases of service maturity

• Experience of leading a service desk / line management experience
• Experience of IT service Management toolsets
• Ability/willingness to utilise technical expertise of colleagues to summarise/portray information to stakeholder
• Strong leadership and communication skills, with the ability to collaborate across teams, drive service improvements, and engage stakeholders effectively
• Have a high-level understanding of common technical terms
• ITIL v3/v4 certification, with an emphasis on Incident, Change, and Service Management processes.
• High level awareness following technical terms AWS (hosting platforms), service now (ITSM Toolset), Cyber security (protection of IT system)
• Familiarity of project toolset /processes (project boards, Gannt charts), these will be used by adjacent teams and will require some interpretation especially during product onboarding

QUALIFICATIONS

• Experience of any of the following
• Implementing and customising ITSM toolsets, including configuring workflows and optimising tools like Jira and ServiceNow to meet organisational needs.
• Leading a service desk supporting an SAAS offering
• Transitioning work from project to service
• Working in Ministry of Defence UK
• Performing Line managing or mentoring roles
• Leading working alongside projects
• Proven track record of successfully leading service improvement initiatives and managing ITSM toolset implementation in high-security environments.

WHO WE ARE

Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.

• Lead the Service Desk team in delivering exceptional end-user support,
• Utilising Service now to oversee incident, request, and problem management, and ensuring SLAs and KPIs are consistently met (training provided).
• Provide guidance and mentoring to technical engineers to support their professional development and growth. (technical support/training mapping will be provided to assist in this for non-technical managers)
• Represent the deliverables of the service team to the customer through meetings and reports.
• Develop and implement business continuity and incident response plans.
• Support in the end-to-end implementation and improvement of ITSM processes. Utilising the team’s expertise to achieve this.
• Drive service enhancement initiatives by identifying opportunities for improvement, tracking the enhancements within ServiceNow and working closely with the team to ensure a successful delivery.
• Collaborate with MOD stakeholders, external vendors, and SOC (Security operation centres), to ensure operational needs are met.