Lead Service Delivery Manager

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

Job summary

National Highways is seeking a Lead Service Delivery Manager to oversee ITIL practices across corporate IT and operational environments. The role partners with our Service Management provider and senior stakeholders to drive service quality and continuous improvement, ensuring excellent customer experience.

The role is hybrid with office days and travel across UK offices, requiring strong governance, supplier management and the ability to influence across complex digital services and projects.

Qualifications

• Strong ITIL experience in a complex service delivery environment.
• Broad experience across products/services in the full service delivery lifecycle.
• Proven experience managing suppliers and stakeholders within a complex supply chain.
• Strong analytical, communication and influencing skills.
• Commitment to customer experience and continuous improvement.

Responsibilities

• Lead the relationship with the Service Management provider and establish effective ways of working across teams and suppliers.
• Own service delivery, driving quality, performance and continuous improvement with robust service support arrangements.
• Establish effective service reporting and use data to identify and deliver improvement opportunities.
• Lead escalation and resolution of service issues, proactively identifying risks and mitigating impact on delivery.
• Support and lead medium to large-scale IT projects, governance and service improvements to achieve business benefits and manage risk.

Skills

ITIL framework

Supplier management

Stakeholder management

Data analysis

Communication skills

Customer experience

Job description

Lead Service Delivery Manager role with hybrid work model

Based at any National Highways office in the UK

Accountable for ITIL Service Management practices

Requires strong supplier and stakeholder management skills

Commitment to customer experience and continuous improvement

About the job.

As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development and delivery of digital solutions across the transport network.

As Lead Service Delivery Manager at National Highways, you will be accountable for the effective delivery of coordinated ITIL Service Management practices across our Corporate IT estate and operational environments. Working closely with our Service Management provider, senior stakeholders, suppliers and colleagues across the organisation, you'll drive service quality, continuous improvement and excellent customer experience, helping us deliver safe and reliable services.

This is a hybrid role, requiring two days per week in the office, and can be based at any National Highways office location across the UK, with some travel to attend team meetings.

• Lead the relationship with our Service Management provider, establishing effective ways of working and strong relationships across teams and suppliers.
• Own service delivery, driving quality, performance and continuous improvement while ensuring effective service support arrangements are in place.
• Establish effective service reporting and use performance information, insight and analysis to identify and deliver improvement opportunities.
• Lead the escalation and resolution of service issues and problems, proactively identifying risks and ensuring they are addressed to minimise impact on service delivery.
• Support and lead medium to large-scale IT projects, technical governance and service improvements, ensuring business benefits, value, compliance and risk requirements are achieved.

About you.

• Strong experience applying the ITIL framework within a complex service delivery environment, with a focus on consistent processes and effective governance.
• Broad experience across products and services throughout the full-service delivery lifecycle, including business-critical and operational systems.
• Proven experience managing suppliers and stakeholders within a complex supply chain environment, including resolving contentious issues and technical disputes.
• Strong analytical, communication and influencing skills, with the ability to present information clearly and use insight to support effective decision-making.
• A proven commitment to customer experience, continuous improvement and safe, effective ways of working, with the confidence to challenge existing approaches constructively.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data, and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent vehicle and transport systems as they evolve, to enhance journey safety and reliability.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.