Senior Enterprise IT Service Delivery Leader

Mobile Broadband Network Ltd (MBNL); Reading; Hybrid; GBP 90,000 - 115,000; Full time

Benefits offered by this job

Hybrid work arrangement

Central Reading office

Job summary

MBNL in Reading is seeking an IT Service Delivery SME (Enterprise) to shape and deliver enterprise IT services across strategic partners, ensuring performance and value. This senior role sits within the IT & Digital Enablement function and drives service improvements and transitions into live operation.

You will manage SLAs, governance and supplier performance, build strong stakeholder relationships, and align services with IT strategy and security policies.

Qualifications

• Significant IT service management experience within complex enterprise environments.
• Proven experience managing outsourced IT partners and strategic suppliers.
• Strong understanding of ITIL service management principles and practices.
• Experience managing SLAs, service performance, governance and continuous improvement.
• Strong technical understanding combined with commercial awareness.
• Experience managing service transition and the introduction of new or changed services.
• Excellent stakeholder management, communication and influencing skills.
• Strong problem-solving capability across complex, multi-functional environments.
• Ability to challenge suppliers constructively and drive measurable service improvements.

Responsibilities

• Own and drive enterprise IT service performance across strategic Managed Service Partners
• Hold suppliers accountable for contractual obligations, SLAs and service quality
• Develop service performance, customer experience and continuous improvement frameworks
• Build strong relationships across MBNL, shareholders and supplier stakeholders
• Lead Service Improvement Plans, resolving performance issues and managing service risks
• Ensure enterprise services align with MBNL’s IT strategy, security policies and business priorities
• Lead the end-to-end introduction and transition of new or changed enterprise services into live operation
• Support enterprise IT roadmaps, Annual Operating Plans and longer-term service evolution
• Work with Commercial teams to optimise contracts, governance and supplier performance
• Review and evolve SLAs, governance arrangements and service management processes
• Provide senior-level insight and resolution for complex, business-critical service issues
• Identify opportunities for greater efficiency, value and continuous improvement across enterprise IT

Skills

IT service management

Outsourced IT partners

ITIL principles

SLA management

Technical + commercial awareness

Service transition

Stakeholder management

Problem solving

Supplier pressure for improvements

Education

Degree-level education or equivalent experience

Tools

OSS / network management tools

Job description

MBNL in Reading is seeking an IT Service Delivery SME (Enterprise) to shape and deliver enterprise IT services across strategic partners, ensuring performance and value. This senior role sits within the IT & Digital Enablement function and drives service improvements and transitions into live operation.

You will manage SLAs, governance and supplier performance, build strong stakeholder relationships, and align services with IT strategy and security policies.