Service Management Specialist (Security)

TL;DR

Service Management Specialist (Security): Managing global customer accounts and technical service delivery for critical national infrastructure with an accent on service lifecycle ownership and operational compliance. Focus on resolving complex incidents, leading service reviews, and ensuring adherence to security and regulatory standards.

Location: Must be based in the UK (Cheltenham, Ipswich, or London) and be able to obtain DV (Developed Vetting) level Security Clearance.

Company

A global telecommunications leader and one of the UK's largest private cyber employers protecting critical national infrastructure.

What you will do

• Act as the primary contact for customers, owning the end-to-end service relationship throughout the lifecycle.
• Lead service review meetings and joint escalation calls with suppliers and support groups.
• Manage the resolution of incidents and problems according to pre-specified SLAs.
• Oversee change management, service governance, risk, and data management processes.
• Ensure consistency with security policies and compliance with internal and external regulations, such as the Sarbanes Oxley Act.
• Mentor team members and act as a technical resource for service management best practices.

Requirements

• DV (Developed Vetting) level Security Clearance is required.
• Proven experience in customer-facing roles and meeting business requirements.
• Strong knowledge of ITIL (preferably V4).
• Relevant experience in telecom or managed services (e.g., LAN, WAN, IPT, Security, Cloud).
• Experience in mentoring, coaching, and training a team.

Nice to have

• Familiarity with the Agile framework.
• Experience with data analytics tools.

Culture & Benefits

• 10% on-target annual bonus and market-leading pension scheme (10% company contribution).
• Comprehensive healthcare including 24/7 access to an online private GP for the employee and immediate family.
• Equalised parental leave with 18 weeks full pay and 8 weeks half pay.
• Market-leading paid carers leave (up to 2 weeks).
• Discounts on EE and BT products, including mobile and broadband.
• Flexible working options and holiday purchase scheme.