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Service Delivery Manager/Service Desk Lead

BAE Systems Digital Intelligence
Canberra, AU
Closing date
23 Feb 2023

Job Details

BAE Systems Digital Intelligence is home to 4,800 digital, cyber and intelligence experts. We work collaboratively across 16 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

BAE Systems Digital Intelligence is a global mission capability provider helping to defend the world's largest nations and businesses against advanced threats for more than forty years. We solve complex, mission-critical challenges with technology-based solutions and an enviable portfolio of National Security, Intelligence and Analytics offerings.

This experienced Canberra based role, this is a combined, yet related, Service Delivery role. Combining aspects of Service Delivery; from Technical Support, to Engineering, to end-to-end Service Delivery Management.

You will already be a trusted partner to one or many of our customers and have initiated acknowledged transformational offerings.

Our preferred candidate is a seasoned professional, recognised for their achievements in growth and development with one or more Australian Defence and/or National Security providers and demonstrated ability in all phases of strategic growth planning and the business capture process.

Technical Service Desk:

  • Manages the receipt, triage and prioritisation of customer issues and request - resolving or allocating to technical teams for resolution as required.

Owns the day-to-day relationship with Customers to ensure Service Management obligations are met - including Service levels and communication (ensuring the customer is kept informed on a regular and consistent basis).

Preforms basic engineering activities relating to CDS devices - such as Device upgrades, assistance with configuration requests, site maintenance visits, etc. - referring complex technical matters to SMEs and product teams as required.

Service Delivery management:

  • Manages the delivery of managed service contracts to meet client SLAs to budget and quality standards. Acts as the client's single point of contact for the service delivery, managing internal resources, reporting into the Delivery Management chain and liaising with managed service management.
  • Produces service reports, manages incidents, problems and change in the service, and escalates with the client and within the business as appropriate. Manages subcontractors who deliver components of the service, whether those are external company providers or other parts of Applied Intelligence or wider BAE Systems.
  • As appropriate, maintains a service relationship with parts of the client organisation with which we have service dependencies. Assists in the design, estimation, and implementation of Change Requests to the service. Participates as required in the Service Delivery Management Out-of-Hours rota.

The expected split of activity will be 30% Technical Service Desk, 70% junior SDM - though the needs, and growth, of the business may alter this.

Common Job responsibilities:

  • Building and maintaining relationships with key stakeholders and client staff
  • Performance Monitoring and Management of services against contracted Service Level Agreement metrics or KPIs
  • Achieving a high level of Customer Satisfaction, producing and enacting recovery action plans if service delivery is not meeting expectations
  • Ensuring the Financial health of the contract, managing revenues and costs within agreed budgets and forecasts
  • Effective communication with clients and across organisational boundaries - from engineers through to senior managers - getting things done, make things happen
  • Ensuring operations teams are aware of the scope of support services to be provided and have the required information in their possession
  • Act as a point of escalation for Service failures, with the authority to pull in additional resources when needed e.g. specialist teams or people for specific issues/opportunities
  • Communication and transition management of changes to ensure awareness and preparedness of all stakeholders
  • Building and producing accurate and timely Service Reports
  • Service reviews, including the chairing of Service review meetings
  • Management of 3rd parties, ensuring SLA commitments are Commercially backed off and that services received are at the required levels of performance and quality
  • Working with the client and operations teams to identify and manage service improvement activities
  • Acting as the client advocate to:
    • Ensure Problems with Products/implementations are resolved
    • Promote client new/changed requirements to Technical authorities for consideration for inclusion in Product roadmaps
  • Assisting the pre-sales and Commercial teams in Bid work for new/renewal of SLA Agreements
  • Collaborating with senior management on client account management and growth - looking out for client's and BAE Systems AI long-term interests

Specific Job responsibilities:

  • Operating a Technical Service Desk to capture and triage customer requests and issues - utilising the Enterprise Service Management Platform/System (ESMP)
  • Ensure Business / Customer impacts are properly captured and used to validate incident priorities
  • Ensuring all customer and service interactions are captured and reflected in the ESMP
  • Ensuring the ESMP adequately reflect progress to remediation/resolution - including use of secondary systems (such as Engineering JIRA) and ensuring data is synchronised across platforms.
  • Ensuring timely and consistent follow-up and progression to resolution (including escalation) occurs - irrespective of teams presently auctioning the request.
  • Use the ESMP to provide information to technical teams and management on service performance, trending, and identification of improvement initiatives
  • Planning and conducting upgrades for devices - either directly or utilising Engineering staff. Liaising with the customer to ensure a best in class upgrade experience
  • Conducting quarterly site inspection visits (as applicable/required, and dependant on security rating for access) - either in person, or coordinating with Engineering staff
  • Updating support laptops to the latest operating system at client sites
  • Support the maintenance and operation of the CDS LAB - including planning of use and scheduling of project related activity of the LAB
  • Support the planning and co-ordinating remediation of Critical and High Severity security vulnerabilities - including notifications/bulletins; and liaison with Engineering team (onshore and offshore) to remediate.
  • Govern the operational delivery such that the services are provided in a consistent and reliable manner to the organisation and its customers within agreed service levels
  • On-board new services assuring adherence to service management and support model guidelines and standards.
  • Managing the delivery costs to remain within agreed budget
  • Preparing service delivery reports and meeting with client for regular service delivery meetings
  • Diagnosing service delivery problems and initiating actions to maintain or improve levels of service
  • Establishing and maintaining operational methods, procedures and facilities in assigned area of responsibility and reviewing them regularly for effectiveness and efficiency
  • Monitoring performance, collects performance data and investigates problems
  • Resolving or escalating problems. Implementing service improvement actions and programmes
  • Assessing, analysing, developing, documents and implementing changes based on requests for change
  • Demonstrate proactive and tireless focus for identifying and addressing any Service Delivery shortfalls, service vulnerabilities and end to end Service Risks.

Life at BAE Systems Digital Intelligence

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day.

By embracing technology, we can interact, collaborate and create together, even when we're working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance well-being.

Diversity and inclusion are integral to the success of BAE Systems Digital Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential.

Division overview: Government

At BAE Systems Digital Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Government contracts are an area we have many decades of experience in. Government and key infrastructure networks are critical targets to defend as the effects of these networks being breached can be devastating.

As a member of the Government business unit, you will defend the connected world and ensure the protection of nations. We all have a role to play in defending our clients, and this is yours.


BAE Systems Digital Intelligence is home to 4,800 digital, cyber and intelligence experts. We work collaboratively across 16 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

Launched in 2022, Digital Intelligence is part of BAE Systems, and has a rich heritage in helping to defend nations and businesses around the world from advanced threats.

Find Us
Guildford, Surrey

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