Roke is a world-class technology and engineering consultancy. Roke delivers advanced research, development services and products to high profile customers who come to Roke with varied and challenging problems to solve.   

The Service organisation within the NS Business Unit is organised into Service Lines, and we follow a process framework based on ITIL practices.  Our focus is on operating and governing the delivery of services to our customers to the right quality, cost, and performance.  The Third Line Engineer plays a critical role in operating the service, acting as a point of escalation and technical expertise ensuring ongoing service availability and performance, resolving complex incidents and planning and executing planned changes, improvements, and root cause problem resolutions. Working directly with the customer and the service delivery teams operate, maintain, and improve the services under management. 

We are a friendly and flexible team with a culture of ‘time, trust and freedom’. The role may give the opportunity to work on client site, from the office, in shared workspaces or from home as necessary. We pride ourselves on listening to each other’s aspirations and accommodating wherever possible. 

Primary Job Purpose 

To act as the service owner and primary customer point of management engagement for ongoing delivery of assigned Services operated on behalf of the customer, including: 

Ensuring consistent delivery of the service to budget and agreed quality 

Incident Management (Major, Escalations) 

Problem Management  

Continual Service Improvement 

Change Management (NCDS Service changes, SDM attends every NCDS CAB) 

Production and delivery of periodic (e.g. quarterly) formal Service Review and reporting 

Managing service partners  

Transition management 

IT Service Continuity Management (ITSCM)  

Service Level Management (SLM)  

Service Validation & Testing Management  

Stakeholder Management  

Supplier Management Reporting of service performance to customers. 

Internal assurance and reporting of service performance to Roke’s Delivery management. 

Key Responsibilities 

Deliver services to budget 

Ensure that all service levels are met 

Reporting of service performance to customers 

Reporting of service performance to Roke’s delivery management 

Always fully comply with Roke’s policies and procedures 

Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business. 

Managing People 

Sets clear and ambitious objectives for the team and supports the team to help achieve them 

Empowers employees to take responsibility, delegates where appropriate and provides regular feedback 

Leads employees through performance management processes through goal setting, feedback and performance development planning 

Take responsibility for team management and development through regular 1:1 meetings, team meetings and receiving feedback on set goals in line with company policies.  Person Specification:  

Education and Qualifications 

ITIL V3 or above qualification at Foundation or higher. 

Degree in a STEM subject or suitable industry experience.  

Knowledge, Skills & Experience 

Track record of delivering IT or technology based services using ITIL processes 

Experience of creating and maintaining service catalogues 

Track record of continual service improvement 

Experience with: 

Agile software DevOps and integrating Post-Delivery System Support with Dev Engineering; and/or 

Software application and hardware product operational support and management services 

Personal Attributes, Values and Competencies     

Excellent communications skills both written and verbal  

Able to demonstrate strong stakeholder management skills  

Experience of managing client relationships at all levels 

Security  

Due to the nature of this position, we require you to be eligible to achieve SC and DV clearance. As a result, you should be a British Citizen and have resided in the UK for the last 5 years for SC and 10 years for DV. 

We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive. We can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs