IT Service Delivery Manager

Balfour Beatty plc; Newcastle upon Tyne; Hybrid; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Smart working

25 days annual leave

Pension

Share incentive plan

Volunteer leave

Job summary

Balfour Beatty plc is seeking an experienced IT Service Delivery Manager to coordinate the Secure Working Environment (SWE) and govern service performance, licensing and costs. You will work with the MSP, IT teams and business stakeholders to ensure value for money and alignment with strategy.

The role requires strong stakeholder management, budget oversight and commercial awareness, with responsibility for licensing, forecasting and governance across multiple hubs in the UK.

Qualifications

• Experience coordinating IT services, service delivery or technology-related business processes.
• Strong stakeholder management and relationship-building skills across teams and levels.
• Experience working with third-party suppliers and managed service providers.
• Strong analytical skills with experience producing management information and service performance reports.
• Experience of financial forecasting, budget tracking, variance analysis and cost reporting.

Responsibilities

• Act as the internal service coordinator for the Secure Working Environment, overseeing service performance and governance.
• Be the primary point of contact with the MSP, coordinating service delivery and monitoring supplier performance.
• Identify and manage service risks, issues and dependencies with tracked actions.
• Manage Microsoft 365 and application licensing, including forecasting and cost control.
• Own the Secure Working Environment service budget and ensure expenditure stays within targets.
• Develop and maintain financial forecasts across licensing, consumption and onboarding costs.
• Monitor service consumption and expenditure to support budgeting and financial reporting.
• Collaborate with Finance, Procurement and Commercial to ensure governance and compliance.
• Build strong relationships with stakeholders to translate requirements into service outcomes.
• Support onboarding, transition and operation of projects within SWE.

Skills

IT service delivery

Stakeholder management

Supplier management

Financial forecasting

Budget management

Microsoft Excel

Reporting

Governance

Service onboarding

Communication skills

Tools

Microsoft 365

Job description

About the role

We’re looking for an experienced IT Service Delivery Manager to take a key role in the coordination and governance of our Secure Working Environment (SWE).

We can offer flexibility on base location, with the role able to be based from any of our main UK hubs, including Newcastle, Derby, Leeds, Maxim, Warrington, London or Birmingham.

You’ll be responsible for ensuring key elements of the service are delivered effectively, remain financially sustainable, provide value for money and continue to meet the evolving needs of the business.

Working closely with our managed service provider, internal IT and project teams, as well as stakeholders across the wider business, you’ll act as a central point of coordination for service onboarding, licensing, financial governance, supplier engagement and service reporting.

While the day-to-day technical operation of the environment is outsourced, this role retains internal accountability for service coordination and commercial oversight. You’ll help ensure projects and business functions can successfully access and consume services from the Secure Working Environment, while maintaining appropriate governance and control.

We’re looking for someone with strong IT service delivery or service management experience, combined with excellent stakeholder and supplier management skills.

You’ll be comfortable operating across technical, commercial and business environments and coordinating multiple stakeholders to ensure services are delivered effectively.

Due to the nature of the role and the Secure Working Environment, candidates must hold, or be willing and eligible to obtain, UK Security Check (SC) clearance.

What you'll be doing

• Acting as the internal service coordinator for the Secure Working Environment, overseeing service performance, governance, operational reviews and stakeholder engagement.
• Serving as the primary point of contact with the managed service provider, coordinating service delivery, resolving operational issues and monitoring supplier performance against agreed service levels.
• Identifying and managing service risks, issues and dependencies, ensuring actions and improvement opportunities are effectively tracked through to completion.
• Managing Microsoft 365 and application licensing, including allocation, utilisation, compliance, demand forecasting, optimisation and cost control.
• Taking ownership of the Secure Working Environment service budget, ensuring expenditure is effectively controlled, accurately reported and remains within agreed financial targets.
• Developing and maintaining financial forecasts across licensing, service consumption, project onboarding, supplier charges and ongoing operational costs.
• Monitoring service consumption and expenditure to support budgeting, forecasting, recharge activities and financial reporting, while identifying opportunities to improve value for money.
• Working closely with Finance, Procurement and Commercial teams to support effective budget management, financial reporting and compliance with internal governance requirements.
• Building strong relationships with business stakeholders, project teams, suppliers and internal IT teams, ensuring requirements are understood and translated into effective service outcomes.
• Supporting the onboarding, transition and ongoing operation of projects and services within the Secure Working Environment.
• Producing clear management information and maintaining governance documentation covering service performance, costs, licensing, utilisation and compliance.
• Supporting audit and compliance activities, ensuring appropriate controls, reporting and documentation are maintained.
• Driving continuous improvement across the service, identifying opportunities to enhance service quality, user experience, operational efficiency and value from technology investment.

Who we're looking for

We’re looking for an experienced service delivery professional who is comfortable working across IT, suppliers and the wider business. You’ll be commercially aware, highly organised and confident managing multiple priorities and stakeholder relationships.

You’ll ideally have:

• Experience coordinating IT services, service delivery or technology-related business processes.
• Strong stakeholder management and relationship-building skills, with the confidence to work across different teams and levels of the organisation.
• Experience working with third-party suppliers and managed service providers.
• Strong analytical skills, with experience producing management information, service performance reports and meaningful insights.
• Experience of financial forecasting, budget tracking, variance analysis and cost reporting.
• An understanding of recharge models, cost allocation and service consumption reporting.
• Strong Microsoft Excel and reporting skills, with the ability to interpret and present financial and service data clearly.
• Excellent communication and organisational skills.
• The ability to manage multiple priorities and stakeholders effectively in a complex environment.
• A proactive and collaborative approach, with the ability to identify issues and help drive them through to resolution.
• The ability to balance service quality, business requirements and commercial considerations when making decisions.

Why work for us

Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

Why join us?

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
• 25 days paid annual leave (pro rata)
• Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
• Pension, share incentive plan, volunteering leave, recognition schemes and much more…

About us

Balfour Beatty Group Enabling Functions are Legal, Finance, IT and Procurement, Communications, Health Safety and Environment, HR and Sustainability. Together, they support delivery of our Build to Last strategy whilst improving efficiencies and standardising our approach, systems and processes.

Diversity and inclusion

At Balfour Beatty, we want everyone to be able to thrive and achieve their full potential, regardless of their identity or background. We’re making great progress through our Value Everyone DEI Action Plan, but we know we’ve got more to do. Find out more about our values and DEI initiatives.

As a Disability Confident Employer, we ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.

We are committed to our processes being barrier-free and will support adjustments at any stage of the recruitment process. Please let the recruiter for this role know if you require any adjustments.

We’re looking to continually improve our recruitment process, so if you have any feedback, please share this with us via [e-mail]