Lead Service Delivery Manager

LGBT Jobs; Manchester; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

National Highways is recruiting a Lead Service Delivery Manager to strengthen ITIL service management across the corporate IT estate and operational environments. You will work with our Service Management provider, senior stakeholders and suppliers to drive quality, improvement and a superior customer experience.

The role is hybrid with two days per week in the office, and can be based at any National Highways office location in the UK, including travel for team meetings.

Qualifications

• Strong ITIL framework experience within a complex service delivery environment.
• Broad experience across products and services through the full service delivery lifecycle.
• Proven ability to manage suppliers and stakeholders in a complex supply chain.

Responsibilities

• Lead the relationship with the Service Management provider and maintain strong cross-team relations.
• Own service delivery, drive quality and continuous improvement with effective support arrangements.
• Establish service reporting and use insights to identify improvement opportunities.
• Lead escalation and resolution of service issues, addressing risks to minimise impact.
• Support large IT projects, governance, and service improvements to achieve business benefits.

Skills

ITIL expertise

Supplier management

Stakeholder management

Analytical skills

Communication skills

Job description

Lead Service Delivery Manager role in Cyber Security

Hybrid role with two days per week in office across UK

Responsibilities include service delivery, quality improvement and IT project support

Requires strong ITIL framework experience and supplier management

Salary offered at lower end for external candidates

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.