Service Assurance Manager
| Posting date: | 15 August 2025 |
|---|---|
| Salary: | £36,530 per year, pro rata |
| Hours: | Full time |
| Closing date: | 14 September 2025 |
| Location: | PE28 2EA |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Defence |
| Job type: | Permanent |
| Job reference: |
Summary
Are you passionate about ensuring the delivery of high-quality services and maintaining strong relationships with service providers? Do you have the skills to oversee performance, drive improvements, and manage critical platforms? If so, we have an exciting opportunity for you to join the Defence Open Source Intelligence Centre (DOC) as a Service Assurance Manager.
In this role, you will be responsible for ensuring the Service Provider delivers and maintains an effective Open Source collection platform for the Defence user community. Acting as the primary link between Defence and the Service Provider, you will ensure the platform is delivered in line with contractual terms and meets Defence requirements.
As an important part of the Ministry of Defence, Defence Intelligence (DI) provides intelligence analysis, specialist outputs and advice that supports decision making across government. At the heart of DI is the National Centre for Geospatial Intelligence (NCGI).
This role is advertised at 37 hours per week
The Deliver Team, within the DOC, plays a critical role in ensuring that Defence Open Source Intelligence (OSINT) users receive the best possible contracted service. Working closely with Industry Partners, the team ensures that the service meets operational requirements and supports the Defence community effectively.
As the Service Assurance Manager, you will act as the primary link between Defence and the Service Provider, ensuring that the platform is delivered in line with contractual terms and meets Defence requirements. This includes monitoring the Service Provider’s performance against Key Performance Indicators (KPIs), managing service issues, driving service improvements, and overseeing the collection platforms.
This is a vital role in ensuring that OSINT users receive the service they need, when they need it, and that the service continues to meet user requirements.
Main Responsibilities
In this role, you will:
Act as a link between users, customers, suppliers, and the DOC, managing issues and capability gaps to ensure they are addressed at pace and meet operational requirements.
Participate in Service Review meetings and act as a User Advocate with Industry Partners when service-impacting issues arise.
Build and maintain excellent relationships across the stakeholder community, fostering collaboration and trust.
Develop a strong understanding of the OSINT capability, the DOC, relevant policy and legislation, operational use, and ongoing innovation and capability development.
Advise and brief customers on current and emerging Open Source capabilities, ensuring they are informed and supported.
Provide regular updates, briefs, reports, and returns on service issues to the DOC Leadership Team.
Maintain regular communication and updates with the User Community to ensure transparency and engagement.
In Defence Intelligence (DI) our people solve problems, create understanding and give perspective to the diverse and complex Defence threats and challenges in a rapidly changing world. Together our civilians and military personnel inform decision making in Defence, manage complex finance programmes and develop new technology.
In DI we believe your unique experiences, view and understanding of the world could provide a vital perspective and contribution to our work. We recognise that great minds do not think alike and are striving to increase our diversity representation at all levels. As an equal opportunities employer we hire, train and promote people based on merit and inspire to create an inclusive Work environment free of discrimination. We also offer flexible working arrangements such as flexi-time, job share and compressed hours.
All jobs advertised in DI are subject to fair and open competition.
Please note, candidates will be redirected to the Civil Service Jobs website where you will need to submit your application form. Please note the closing date above is incorrect and cannot be amended so please check the closing date on Civil Service Jobs and allow enough time to submit your application form.
In this role, you will be responsible for ensuring the Service Provider delivers and maintains an effective Open Source collection platform for the Defence user community. Acting as the primary link between Defence and the Service Provider, you will ensure the platform is delivered in line with contractual terms and meets Defence requirements.
As an important part of the Ministry of Defence, Defence Intelligence (DI) provides intelligence analysis, specialist outputs and advice that supports decision making across government. At the heart of DI is the National Centre for Geospatial Intelligence (NCGI).
This role is advertised at 37 hours per week
The Deliver Team, within the DOC, plays a critical role in ensuring that Defence Open Source Intelligence (OSINT) users receive the best possible contracted service. Working closely with Industry Partners, the team ensures that the service meets operational requirements and supports the Defence community effectively.
As the Service Assurance Manager, you will act as the primary link between Defence and the Service Provider, ensuring that the platform is delivered in line with contractual terms and meets Defence requirements. This includes monitoring the Service Provider’s performance against Key Performance Indicators (KPIs), managing service issues, driving service improvements, and overseeing the collection platforms.
This is a vital role in ensuring that OSINT users receive the service they need, when they need it, and that the service continues to meet user requirements.
Main Responsibilities
In this role, you will:
Act as a link between users, customers, suppliers, and the DOC, managing issues and capability gaps to ensure they are addressed at pace and meet operational requirements.
Participate in Service Review meetings and act as a User Advocate with Industry Partners when service-impacting issues arise.
Build and maintain excellent relationships across the stakeholder community, fostering collaboration and trust.
Develop a strong understanding of the OSINT capability, the DOC, relevant policy and legislation, operational use, and ongoing innovation and capability development.
Advise and brief customers on current and emerging Open Source capabilities, ensuring they are informed and supported.
Provide regular updates, briefs, reports, and returns on service issues to the DOC Leadership Team.
Maintain regular communication and updates with the User Community to ensure transparency and engagement.
In Defence Intelligence (DI) our people solve problems, create understanding and give perspective to the diverse and complex Defence threats and challenges in a rapidly changing world. Together our civilians and military personnel inform decision making in Defence, manage complex finance programmes and develop new technology.
In DI we believe your unique experiences, view and understanding of the world could provide a vital perspective and contribution to our work. We recognise that great minds do not think alike and are striving to increase our diversity representation at all levels. As an equal opportunities employer we hire, train and promote people based on merit and inspire to create an inclusive Work environment free of discrimination. We also offer flexible working arrangements such as flexi-time, job share and compressed hours.
All jobs advertised in DI are subject to fair and open competition.
Please note, candidates will be redirected to the Civil Service Jobs website where you will need to submit your application form. Please note the closing date above is incorrect and cannot be amended so please check the closing date on Civil Service Jobs and allow enough time to submit your application form.