• Careers

In Service Support Manager

Sector Defence & Security
Location Bristol / Cambridge / Hybrid

Job Description

The In Service Support Manager is a key role in Apache and a growing competence area of our consultancy. As a Service Support Manager you will be responsible for all service management elements of various projects including the transition of design into live service. The role will see you establishing best in class service and support contracts for a range of hardware and software products for UK MoD customers. You will be highly flexible, adaptable, and able to apply your skills to many different scenarios in support of both our clients and internally.

Key responsibilities and attributes:

  • Detailed knowledge of service management concepts and techniques
  • A strong operational understanding of service supply chains
  • Experience of service operating model design for major IT systems
  • The ability to write coherent, concise, and readable technical service documentation
  • Co-ordinate In Service Support Processes
    • Report, Track and Monitor Service Availability
    • Report, Track and Monitor Service Restoration Times
    • Report, Track and Monitor Incident Response Times
  • Provide a monthly report on Service Performance and target areas for improvement
  • Engage users in Satisfaction Surveys for future improve services
  • Help prioritise the Dev Sec Ops backlog from a user benefit perspective
  • Provide 1st Line Support Assistance to the Transition Manager when required
  • Coach more junior colleagues to help transfer your knowledge and skills, either with Apache or with our clients
  • Build and maintain excellent client relationships
  • Demonstrate and uphold the Apache values

Pre-requisites, qualifications, and experience

  • UK resident and right to work within the UK
  • ICT or STEM degree or equivalent academic qualification desirable but not essential
  • Service Management qualifications would be desirable e.g. ITIL, ISO20000 and IT4IT
  • Excellent spoken and written communicator
  • A team player and (the desire to be) a natural and engaging leader

In addition, you’ll have general duties and responsibilities which are to:

  • Contribute to the development, growth and conduct of the business
  • Provide your services to client contracts as they are won by the Employer from time to time
  • Contribute to the Employer’s business development activities and the winning of new client contracts

This role may require security vetting and offers of employment will be dependent on obtaining the relevant level of clearance.

The extras you’ll get

We invest in our people and reward them for the commitment they make, we’ll offer you:

  • A competitive salary and bonus scheme
  • A generous pension and life assurance
  • 25 days annual leave plus options to tailor to your circumstances
  • 10 days additional leave for military reservists
  • Up to 2 days of paid volunteering a year
  • Individual Doctor@Hand healthcare cover
  • Genuine flexible working
  • Work from home or our Bristol offices
  • The latest secure tech
  • Investment in personal development
  • Vibrant social scene
  • Relocation bonus for Graduates

Why work at Apache iX

We want our clients to enjoy working with us. We would like you to demonstrate behaviors that help make this happen

  • We are motivated to deliver because we are passionate about what we do.
  • We collaborate to build trust and enduring relationships.
  • We are leaders in our actions and in our thinking.
  • We listen to our clients and to those we work with.
  • We learn all the time from our peers and from our profession.

What to do next

If this role is for you, please go to our Contact page and complete the form. You’ll need to attach your up to date CV before pressing submit.

We respond to everyone, so we will be in contact shortly after you send us your form to let you know the outcome of your application.