Service Delivery Engineer/ Systems Engineer (Service Management)

NATS is the UK’s leading air navigation service provider, handling over 2.4 million flights each year. We provide air traffic control services from two control centres and at airports around the UK. We also provide a wide range of commercial products and solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe. 

Closing Date: - Friday 10th October

We’re looking for a proactive and technically skilled Service Delivery Engineer to join our growing ITSM and Monitoring team. You’ll play a key role in supporting and evolving our enterprise SaaS platforms—primarily ServiceNow and LogicMonitor—to ensure high availability, performance, and alignment with business needs.  

In addition to platform integration, configuration, and operational support, you’ll also contribute to the design and development of new functionality within ServiceNow, helping to extend its capabilities to meet evolving business requirements.  

This is a hands-on technical role with opportunities to lead on problem management and mentor others in the team.  

Essential Technical Skills & Experience: 

• Proven experience in application or infrastructure support in a modern IT environment  

• Strong understanding of ITIL-based service management practices  

• Experience working in Agile teams and ISO27001 compliant environments  

• Excellent communication skills—able to explain technical concepts to non-technical audiences  

• Self-starter with a collaborative mindset and mentoring capability  

• Experience working with structured data in forms like XML, JSON, YAML 

• Experience with web scripting, ideally using JavaScript or similar scripting languages  

• Competent with general MS Office applications  

Desirable Technical Skills & Experience: 

• ServiceNow administration or development experience  

• Experience with LogicMonitor or similar monitoring tools  

• Software development experience – understanding of methodologies and frameworks  

• Windows Server administration  

Duties: 

• Responsible for planning & executing admin, maintenance & support of designated systems/applications 

• Apply domain expertise to assigned/escalated incidents, prioritizing, diagnosing, resolving & recording them using agreed procedures to restore service resilience 

• Analyse service events & incidents to initiate & undertake Problem Management activities to improve service & deliver a ‘predict & prevent’ operations method 

• Gain, hold & maintain competencies necessary to control/configure systems, restore services, deploy changes & carry out planned maintenance 

• Ensure processes are applied so service configuration records remain accurate, complete & current 

• Produce, review & amend engineering instructions. Maintain config records for hardware, software & adaptations for Service Support Systems 

• Manage service assets to ensure they are in a known state & correct location, ensuring correct services are provided at required levels 

• Advocate for Safety Culture—promoting best practice, challenging poor behaviours & adhering to H&S procedures 

• Provide on-the-job training (OJT) for colleagues 

• Includes Duty Engineer responsibilities (first contact for service resolution) & supporting Contingency implementation 

• Support project requirements & activities 

• Engage with suppliers when required 

Qualifications: 

• Professional engineering qualification to Higher National Certificate (Level 4 or SQF Level 7) as a minimum Electronics, Telecommunications or Computer Science or other relevant Engineering discipline In lieu of the above qualifications the candidate will be required to demonstrate one of the following alternative criteria: 

1.    Relevant lower-level engineering qualifications such as an Apprenticeship coupled with demonstrable engineering experience in a relevant field (May include but not limited to: Military, Rail, other Safety Critical environment) 
2.    Evidence of substantial experience gained in a relevant transferable environment (such as ATSEP) gained over a significant period 
3.    Experience of resolution of incidents, service restoration, incident and problem management of systems and equipment in a Safety Critical environment such as but not limited to Air Navigation Service Providers (ANSPs), Military or Rail. Shall demonstrate an understanding of safety critical systems and the impact they may have within our operational environment 

• Effective oral and written communication skills 

• Interpersonal skills that enable proactive interaction with a variety of stakeholders, customers, suppliers, and colleagues 

We are proud to offer a fantastic total reward package to help you thrive both personally and professionally - for more information please visit - Why NATS? 
 
If you share our passion to advance aviation and keep the skies safe – we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.

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