Service Delivery Support Officer
Compass Group is seeking a proactive and technically skilled Defence Service Delivery Specialist to act as a key point of contact for Service Delivery across all Defence systems and IT requirements. This role combines BAU support with project delivery, ensuring technology solutions remain fit-for-purpose, aligned with operational processes, and delivering measurable business value.
The Service Delivery Administration Officer provides administrative and coordination support to the Centre of Excellence and Service Delivery Support Officers, assisting with the accurate processing, tracking, and documentation of service requests and work orders under the LWS contract.
About the Role:
The role supports the efficient flow of information across systems, ensures records are complete and accurate, and assists operational teams by reducing their administrative workload. The position does not hold responsibility for service line decision-making or triage, but instead focuses on data quality, coordination, reporting, and process support.
Operating across CGA systems and the Defence Protected Network (including Service Connect, BSSC, and GEMS), the role supports compliance, visibility, and timely progression of work through accurate administration and communication.
Key Responsibilities:
Responsible for receiving, logging, and validating service requests, incidents, and work orders across multiple systems, ensuring all required information is accurate prior to progression. Provide ongoing administrative support to Service Delivery Support Officers by updating, tracking, and closing work orders, while maintaining accurate data within CGA and Defence systems including ServiceNow, RMS, Service Connect, BSSC, GEMS, and the Estate Exchange Portal. Monitor work order queues to identify overdue, incomplete, or missing items and escalate risks or system issues to senior team members as required.
Prepare and maintain registers, trackers, spreadsheets, and supporting documentation related to compliance, performance reporting, and invoicing. Assist with the compilation of weekly reports, dashboards, and summaries, and provide administrative support to site teams and contractors regarding system access, document management, and process guidance. Undertake general administrative duties including diary management, meeting coordination, and inbox management as required.
About you:
- Experience in an administrative, service desk, or coordination role within a corporate or operational environment.
- Strong attention to detail and ability to manage data accurately.
- Good organisational skills and ability to manage routine tasks in a structured way.
- Proficiency in Microsoft Office (Excel, Outlook, Teams).
- Ability to follow defined processes and work instructions.
- Clear written and verbal communication skills
Desirable Requirements:
- Experience working with service management systems or databases (CMMS, CAFM, or helpdesk platforms).
- Exposure to facilities management, Defence, or contractor environments.
- Understanding of basic compliance or documentation requirements
Why Join Compass Group:
This role offers the opportunity to work on critical Defence systems and technology initiatives, supporting operational excellence while contributing to continuous improvement and innovation. You will collaborate with a dynamic team and have the chance to make a real impact across both BAU and project delivery functions.
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