Lead Service Delivery Manager

National Highways; Guildford; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

National Highways is seeking a Lead Service Delivery Manager within the Workplace Services team to drive operational delivery and continual improvement across diverse digital service lines. You will lead senior stakeholder engagement, supplier management and strategic planning in a mature ITIL environment.

This hybrid role requires two days in the office and travel to Birmingham, Leeds or other offices as needed, with deputising duties for the Head of Service (Workplace Services) as required.

Qualifications

• Experience leading operational service delivery in a mature ITIL-aligned organisation.
• Ability to influence and build effective relationships with senior stakeholders, suppliers and partners.
• Strong commercial, financial and risk management experience with budgeting.
• Excellent analytical, communication and strategic planning skills.
• Demonstrates strong leadership, people management and mentoring capabilities.
• ITIL 4 Foundation or above, or demonstrable experience in a mature ITIL environment.

Responsibilities

• Lead the integrated service operations and continual improvement of services within Workplace Services, ensuring capabilities, processes and performance align with business objectives.
• Build and maintain strategic relationships with senior stakeholders, suppliers and partners, influencing decisions and engagement.
• Lead supplier management activities, ensuring supplier performance, service quality, contract health, risk and commercial objectives are met.
• Develop and communicate strategic plans, management information and service insights to support decision-making.
• Lead the management of service risks, performance, availability, capacity and quality, identifying opportunities for improvement.
• Deputise for the Head of Service (Workplace Services) and oversee the performance of Service Delivery Managers.

Skills

ITIL

Stakeholder management

Budget & financial management

Risk management

Leadership & mentoring

Analytical thinking

Strategic planning

Communication

Commercial awareness

Supplier management

Education

ITIL 4 Foundation or above

Job description

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 a Lead Service Delivery Manager within our Workplace Services team in the Service Operations Division, you'll play a key role in ensuring the effective leadership, delivery and continual improvement of integrated services across a range of business and technical service lines. You will work closely with senior stakeholders, suppliers and internal teams to ensure services meet business needs, deliver value for money and support National Highways' strategic objectives. The role offers an opportunity to influence service strategy, drive operational excellence and lead improvements across a complex technology environment.

This is a hybrid role, requiring two days per week in the office, based at any National Highways office location. You will be required to travel to Birmingham, Leeds or other National Highways offices on need basis.

• Lead the integrated service operations and continual improvement of services within Workplace Services (including Digital Workplace Services), ensuring capabilities, processes and performance align with business objectives, industry standards and National Highways' policies and risk appetite.
• Build and maintain strong strategic relationships with senior stakeholders, suppliers and partners, influencing decisions and facilitating effective engagement to support the delivery of services and change.
• Lead supplier management activities, ensuring supplier performance, service quality, contract health, risk and commercial objectives are effectively managed to deliver value for money.
• Develop and communicate strategic plans, management information and service insights to support effective decision-making, prioritisation and the delivery of organisational and service improvements.
• Lead the management of service risks, performance, availability, capacity and quality, identifying opportunities for continual improvement and ensuring services meet current and future business needs.

As Lead Service Delivery Manager for Workplace Services, you will be expected to deputise for the Head of Service (Workplace Services) as required. You will also be expected to oversee the performance of the Service Delivery Managers within the team.

About you.

• Strong experience leading operational service delivery within a mature ITIL-aligned organisation, with the ability to drive continual improvement and deliver against strategic and operational objectives.
• Proven ability to influence and build effective relationships with senior stakeholders, suppliers and partners, including facilitating collaboration between stakeholders with diverse objectives.
• Strong commercial, financial and risk management experience, with the ability to manage budgets, identify efficiencies and ensure value for money.
• Excellent analytical, communication and strategic planning skills, with the ability to use management information and insight to support complex decision-making and articulate complex issues to a broad range of audiences.
• Demonstrates strong leadership, people management, and mentoring capabilities, consistently providing clear direction, fostering team development, and leading by example.
• ITIL 4 Foundation or above, with relevant ITIL 4 Specialist/Strategist qualifications, or strong demonstrable experience operating within a mature ITIL-aligned organisation.

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.