Hybrid ITIL Service Delivery Lead – Cyber Security

LGBT Jobs; Birmingham; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

National Highways is seeking a Lead Service Delivery Manager to oversee ITIL-aligned service management across Cyber Security, Digital Operational Services and Corporate IT. You will drive quality, governance and supplier performance while coordinating across teams in a hybrid model.

The role requires strong ITIL expertise, stakeholder engagement and a focus on continuous improvement, with two in-office days per week and UK-wide role flexibility.

Qualifications

• Experience applying ITIL in a complex service delivery environment.
• Broad experience across the service delivery lifecycle for critical systems.
• Proven supplier and stakeholder management in a complex supply chain.
• Strong analytical, communication, and influencing skills.
• Commitment to customer experience and continuous improvement.

Responsibilities

• Lead relationship with the Service Management provider and suppliers.
• Own service delivery, driving quality and continuous improvement.
• Establish service reporting and use insights to drive improvements.
• Lead escalation and resolution of service issues and risks.
• Support large IT projects and governance to ensure business benefits.

Skills

ITIL framework

Supplier management

Stakeholder management

Analytical skills

Communication skills

Decision making

Job description

National Highways is seeking a Lead Service Delivery Manager to oversee ITIL-aligned service management across Cyber Security, Digital Operational Services and Corporate IT. You will drive quality, governance and supplier performance while coordinating across teams in a hybrid model.

The role requires strong ITIL expertise, stakeholder engagement and a focus on continuous improvement, with two in-office days per week and UK-wide role flexibility.