IT Service Manager
// Role Summary
Join Northrop Grumman UK as an IT Service Manager in Cheltenham, playing a vital mission role within National Security Solutions to drive service excellence for critical customer missions.
// Key Responsibilities
- Lead IT service management across the full lifecycle, from design to continual improvement.
- Build and maintain strong customer and stakeholder relationships.
- Resolve service issues, risks, and obstacles with a proactive problem-solving approach.
- Support change, incident, problem, and release management processes.
- Embed best practices and champion continual service improvement across teams.
- Must hold the highest level of UK Government security clearance.
// Role Specification
IT Service Manager
At Northrop Grumman UK, you are part of a team driving innovation where it matters most – solving tomorrow’s challenges and shaping the technology solutions of the future. This is more than just a job; it’s a mission.
As an IT Service Manager, you’ll join our National Security Solutions (NSS) organisation, working at the heart of complex technical environments that support some of the UK’s most critical customer missions. You’ll be part of a collaborative and multi-disciplinary team focused on improving how services are delivered, operated, and evolved — ensuring they are dependable, resilient and aligned to customer needs.
You will play a key role in shaping service excellence: influencing how services are designed, supporting operational teams, building strong customer relationships, and ensuring the frameworks we work within drive measurable value. No two days are the same, and your impact will be felt across the full service lifecycle.
What You’ll Be Doing
- Leading service management activities across the full lifecycle, from design and transition through to operation and continual improvement.
- Building strong, trusted relationships with customers and stakeholders to understand expectations and ensure service delivery meets agreed performance levels.
- Identifying and resolving service issues, risks, and obstacles — taking ownership of problems and driving solutions.
- Supporting change, incident, problem, and release management processes to ensure services remain stable, resilient, and effective.
- Working across teams to embed best practice, streamline ways of working, and champion continual service improvement.
What We’re Looking For
- Experience in service management roles, with a strong understanding of ITIL principles and the service lifecycle.
- The ability to navigate complex technical environments and engage confidently with stakeholders at all levels.
- A proactive approach to problem solving, risk management, and service assurance.
- Strong communication and collaboration skills, with the ability to influence without authority.
- Experience using common tooling such as MS Office, MS Teams, Confluence, Jira, SharePoint or similar.
- Desirable: Knowledge of DevSecOps, Agile delivery methods, or experience working within secure or mission-led environments.
If you meet most, but not all, of the criteria — we still encourage you to apply. Your potential matters to us.
Security Clearance
Due to the nature of our work, you must be a UK citizen to apply. You must currently hold the highest level of UK Government security clearance.
Benefits
- Flexible working options, including the ability to request a compressed fortnight
- Private healthcare
- Cash health plan
- Holiday buy and sell options
- Career development and mentorship programmes
- Performance-related bonuses