We are seeking an SC Cleared Service Delivery Lead to support a major Microsoft 365 and infrastructure transformation programme within a UK defence organisation. This role sits within a consultancy team embedded onsite and is responsible for day-to-day service delivery, issue coordination, and client engagement across the Microsoft technology stack.
This is a hands-on, mid-level leadership role suited to someone with a strong service desk or end-user support background who has experience interfacing directly with customers and coordinating small teams.
Key Responsibilities Service Delivery & Operations
You must hold active SC Clearance to be considered for the role and be a UK Citizen, the role is onsite 5 days per week in Reading.
This is a hands-on, mid-level leadership role suited to someone with a strong service desk or end-user support background who has experience interfacing directly with customers and coordinating small teams.
Key Responsibilities Service Delivery & Operations
- Act as the primary point of contact for service delivery issues related to Microsoft 365 and wider infrastructure.
- Manage and coordinate incidents, service requests, and escalations across the Modern Workplace (M365) ecosystem.
- Ensure timely resolution of issues, directing technical teams and specialists where required.
- Monitor service performance against SLAs and drive continuous improvement.
- Oversee support across the full Microsoft stack, including:
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Endpoint management (Intune, Autopilot)
- Identity & access (Azure AD / Entra ID)
- Core infrastructure (Windows environments, networking basics)
- Triage and route complex issues to appropriate SMEs or resolver groups.
- Provide face-to-face support and engagement with end users and stakeholders.
- Translate technical issues into clear, business-friendly communication.
- Build strong working relationships with defence client personnel.
- Lead a small onsite support team of 4 consultants.
- Ensure minimum of 2 team members are client-facing at any time.
- Allocate workload, manage rota/coverage, and maintain service continuity.
- Provide guidance and oversight to junior consultants.
You must hold active SC Clearance to be considered for the role and be a UK Citizen, the role is onsite 5 days per week in Reading.
