ITIL Service Delivery Lead — Hybrid Role

LGBT Jobs; Leeds; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

National Highways is recruiting a Lead Service Delivery Manager to oversee ITIL-aligned service management across our Corporate IT estate and operational environments. The role reports to the Digital Services function, driving service quality, improvement and excellent customer experience while coordinating with a Service Management provider, suppliers and internal stakeholders.

The position is hybrid, with two days in the office per week, and may involve travel to National Highways offices

Qualifications

• Experience applying the ITIL framework within a complex service delivery environment.
• Experience across products and services through the full service delivery lifecycle, including operational systems.
• Proven ability to manage suppliers and stakeholders within a complex supply chain and resolve disputes.
• Strong analytical, communication and influencing skills to present information clearly and support decisions.

Responsibilities

• Lead the relationship with our Service Management provider and establish strong collaboration across teams and suppliers.
• Own service delivery, drive quality, performance and continuous improvement with effective support arrangements.
• Establish service reporting and use insights to identify and deliver improvement opportunities.
• Lead escalation and resolution of service issues and risks to minimise impact on delivery.
• Support medium to large IT projects, governance and improvements ensuring benefits, compliance and risk are achieved.

Skills

ITIL framework

Service delivery

Supplier management

Stakeholder influence

Data analysis / insight

Job description

National Highways is recruiting a Lead Service Delivery Manager to oversee ITIL-aligned service management across our Corporate IT estate and operational environments. The role reports to the Digital Services function, driving service quality, improvement and excellent customer experience while coordinating with a Service Management provider, suppliers and internal stakeholders.

The position is hybrid, with two days in the office per week, and may involve travel to National Highways offices