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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service management frameworks such as ITIL and DDaT, with a strong focus on delivering business services in secure environments. Proficient in risk management, service governance, and maintaining operational documentation to enhance service reliability and customer satisfaction.
Highest-signal resume keywords
Service Management FrameworksRisk ManagementService GovernanceCommunication SkillsService Delivery Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Performance MonitoringService Issue TroubleshootingOperational Procedures MaintenanceService DocumentationService Transition Coordination
Soft Skills
Proactive MindsetCollaborationKnowledge SharingCustomer Satisfaction FocusEffective Communication
Tools & Technologies
Microsoft 365AWSDynamicsPower PlatformJIRAServiceNowPower AutomateActive DirectoryExchangePKI
Certifications & Qualifications
ITIL FoundationPRINCE2AgilePM
Industry Keywords
Secure EnvironmentsDefenceGovernmentCritical InfrastructureHybrid Environments
Tech Stack
Tools & technologiesAWSCloudITSMServiceNow
About the role
Key responsibilities & impact- Support delivery of business services to meet performance, compliance, and customer expectations
- Coordinate service onboarding and transition with stakeholders
- Monitor service performance and identify risks, issues, and improvement opportunities
- Act as a point of contact for service-related issues, managing escalations and supporting resolution across teams and suppliers
- Facilitate service reviews and contribute to service improvement plans
- Maintain accurate service documentation, processes, configurations, and support materials
- Contribute to service planning, roadmap development, and capability growth
- Support collaboration, knowledge sharing, and positive delivery culture
- Deliver, maintain, and improve platform and systems engineering solutions underpinning critical defence, government, and public sector services
Requirements
What you’ll need- Experience supporting the delivery of business services in secure or complex environments
- Understanding of service management frameworks (e.g. ITIL, DDaT) and operational governance
- Ability to manage service issues, coordinate with stakeholders, and contribute to improvement initiatives
- Familiarity with business systems, identity management, and secure service principles
- Strong communication skills across technical and non-technical audiences
- A proactive mindset focused on customer satisfaction and service reliability
- Experience supporting the delivery and transition of business services, ensuring readiness and performance
- Understanding of service governance, risk management, and alignment with internal and external standards
- Ability to communicate effectively with internal customers, technical teams, and external partners
- Experience maintaining service records, support materials, and operational procedures
- Ability to troubleshoot service issues and support resolution across teams
- Contributing to service maturity through documentation, automation, and feedback loops
- Working effectively across functions and supporting team delivery
- Subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS)
- May need to meet eligibility requirements for National Security Vetting, including SC or DV
- Desirable: experience supporting services across hybrid environments (on-premise, cloud, SaaS)
- Desirable: familiarity with Microsoft 365, AWS, Dynamics or Power Platform
- Desirable: exposure to ITSM tools such as JIRA or ServiceNow and workflow automation such as Power Automate
- Desirable: understanding of Active Directory, Exchange, PKI, and monitoring tools
- Desirable: awareness of agile delivery practices and DevOps principles
- Desirable: industry certifications such as ITIL Foundation, PRINCE2, or AgilePM
- Desirable: experience in secure or regulated environments such as defence, government, or critical infrastructure
Benefits
Comp & perks- Generous leave with the opportunity to accrue up to 12 additional flexi-days each year
- Award-winning pension scheme with up to 15% employer contribution
- Free access to mental health support, financial advice, and employee-led networks
- Free access to 4,000+ online courses via Coursera and LinkedIn Learning
- Spend up to £500 annually on flexible benefits such as private healthcare, lifestyle discounts, and gym memberships
- Flexible hours with hybrid working options