Lead, Workplace Services & Digital Operations (Hybrid)

National Highways; Cardiff; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

National Highways is seeking a Lead Service Delivery Manager to lead and continually improve Workplace Services. You’ll work across Digital Workplace Services, aligning capabilities with business needs and risk appetite, while building senior stakeholder relationships.

You will drive supplier performance, manage budgets and risks, and oversee Service Delivery Managers. The role requires strong leadership, ITIL expertise and excellent strategic planning abilities to deliver value and improvements

Qualifications

• Strong experience leading operational service delivery within a mature ITIL-aligned organisation.
• Proven ability to influence and build effective relationships with senior stakeholders, suppliers and partners.
• 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.
• 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.

Responsibilities

• Lead the integrated service operations and continual improvement of services within Workplace Services, ensuring capabilities, processes and performance align with business objectives and risk appetite.
• Build and maintain strong strategic relationships with senior stakeholders, suppliers and partners, influencing decisions and facilitating effective engagement.
• 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 and prioritisation of improvements.
• Lead the management of service risks, performance, availability, capacity and quality, identifying opportunities for continual improvement.
• Deputise for the Head of Service (Workplace Services) as required and oversee the performance of Service Delivery Managers within the team.

Skills

Leadership

Stakeholder management

Financial risk management

Analytical skills

Communication

ITIL knowledge

Education

ITIL 4 Foundation

ITIL 4 Specialist/Strategist

Job description

National Highways is seeking a Lead Service Delivery Manager to lead and continually improve Workplace Services. You’ll work across Digital Workplace Services, aligning capabilities with business needs and risk appetite, while building senior stakeholder relationships.

You will drive supplier performance, manage budgets and risks, and oversee Service Delivery Managers. The role requires strong leadership, ITIL expertise and excellent strategic planning abilities to deliver value and improvements