IT Service Delivery Lead - Submarines

We are seeking a highly skilled and experienced ITIL-Grounded Service Delivery Lead to join our team. As a Service Delivery Lead, you will be responsible for ensuring the overall availability and quality of operational service support and delivery for a portfolio of IT services. Your primary focus will be to align IT service delivery with business objectives by focusing on optimising service performance and critically, availability, aligned to business customer satisfaction. Significantly, you will also have Control Account Management responsibility for the operational costs associated with suppliers contracted for IT Service Delivery for your portfolio. The ideal candidate will bring deep expertise in IT service delivery management, a strong command of ITIL frameworks, and the leadership acumen to inspire cross-functional teams and suppliers toward operational excellence.

Why Rolls-Royce?

At Rolls-Royce Submarines we support the Royal Navy as the technical authority to the UK Ministry of Defence for naval reactor plants. We are also growing our submarine and nuclear sector capabilities.

Join us and we’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning and access to an incredible breadth and depth of opportunities to grow your career.

What we offer:

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. Hybrid working is a way in which our people can balance their time between the office, home or another remote location. It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week.

What you’ll be doing (Responsibilities) :

Portfolio Management:

• Manage a portfolio of IT services and ensure alignment with business requirements, objectives, and priorities.
• Collaborate with stakeholders to understand service requirements and establish service level agreements (SLAs) and key performance indicators (KPIs).
• Continuously monitor and assess service performance against SLAs and KPIs, and implement corrective actions as needed.
• Service Delivery Planning and Execution - Develop and maintain service delivery plans and reporting for their critical portfolio services, including incident, problem, change & release management processes
• Work with process assurance leads to ensure that service delivery processes are well-documented & defined in critical service support models and consistently followed in compliance with our defined (ITIL best practice) processes.
• Co-ordinate and oversee the outcome execution of service delivery activities for their IT Service portfolio, ensuring timely resolution of incidents, problems, and service requests.
• Conduct regular service reviews and report on service performance to stakeholders.

Incident and Problem Management

Be a key stakeholder, working with our process integration team, process assurance leads and technical support teams to ensure efficient and effective handling of service disruptions and minimize their impact on business operations. Facilitate the problem management process to identify the root causes of incidents and proactively prevent their recurrence. Coordinate with technical teams and vendors to prioritize and resolve incidents and problems within agreed-upon service levels.

Change and Release & Transition Management:

Systematically engage with the change management process to assess and authorize changes, minimizing risks and disruptions to your portfolio of IT services. Undertake assurance for the coordination & scheduling of releases, ensuring proper testing, documentation, and communication to stakeholders. Ensure that change and release processes are followed consistently and aligned with business needs and objectives.

Service Improvement:

Continuously identify opportunities for service improvement and develop initiatives to enhance service performance, availability, and customer satisfaction. Analyse service metrics and customer feedback to identify trends, areas of improvement, and potential risks. Collaborate with relevant teams to implement service improvement initiatives and track their effectiveness. Champion a culture of continuous improvement and service excellence across the IT function.

Who we are looking for:

• Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).
• ITIL certification, preferably ITIL Expert or ITIL 4 Managing Professional.
• Extensive experience in IT service management, with a focus on service delivery and support.
• Strong knowledge of ITIL frameworks, processes, and best practices.
• Proven experience in managing and improving service availability and quality for a portfolio of Business IT Services.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work effectively in a classified data environment and with multiple stakeholders including 3rd parties.
• Strong analytical and problem-solving skills.
• It would be desirable for familiarity with exploitation experience of IT service management tools and technologies such as ServiceNow, Nexthink, SNOW & Solar Winds.

Specialised Areas:

Please note, IT Service Delivery Lead Portfolios have been defined as follows and it would be beneficial if you have experience in at least one of the following areas;

1. IT Service Delivery Lead – Manufacturing & Shop Floor IT

Specialised Responsibilities:

Ensure robust service delivery for Operational Technology (OT) systems, machine tooling platforms and shop floor engineering tools. Collaborate with manufacturing stakeholders to align IT services with production schedules and operational priorities. Lead incident and problem resolution for time-sensitive shop floor disruptions. Coordinate change and release activities with minimal impact to 24/7/365 operations.

2. IT Service Delivery Lead – Cyber Security & Data Protection

Specialised Responsibilities:

Collaborate with Cyber security teams to embed secure practices into IT Service delivery processes Ensure compliance with ISO 27001, NIST, and internal data governance frameworks Lead incident response and problem management for security-related disruptions. Oversee change and release activities with a focus on minimising security risks and IT estate vulnerabilities.

3. IT Service Delivery Lead – Application Management & Support

Specialised Responsibilities:

Manage service delivery for ERP (SAP), PLM (Product Lifecycle Manager) and other business-critical applications. Co-ordinate with application owners and vendors to ensure timely updates, releases, and support. Lead incident and problem resolution for application-related issues. Align change and release activities with business process dependencies and downtime schedules.

We’re an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy at Our people | Rolls-Royce

To work for Rolls-Royce Submarines you need to hold a Security Check (SC) clearance without any caveats to that clearance. Rolls-Royce will support the application for Security Clearance if you don’t currently already have this in place.

Due to the nature of work the business conducts and the protection of certain assets, you must hold a UK nationality. Any dual nationals will require additional scrutiny and background checks prior to commencing work with RRSL.