Senior IT Service Delivery & Improvement Leader

AWE plc; Old Warren; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

9-day fortnight

270 hours annual leave

Pension scheme

Family leave policies

Development funding

Employee assistance

Job summary

AWE plc is seeking a Senior Service Manager to oversee IT service delivery across the organisation. You will liaise between technical teams and business units to drive service excellence and operational efficiency.

You will ensure services meet SLAs and KPIs, monitor performance, and lead incident, problem, and change management while guiding a high-performing team. Overseas travel may be required as part of stakeholder engagement and project delivery.

Qualifications

• Experience implementing and managing IT services across complex environments.
• Strong understanding of ITIL processes and service management.
• Proven ability to lead teams and coordinate with stakeholders at all levels.

Responsibilities

• Oversee IT service delivery and drive continuous improvement.
• Ensure services meet SLAs, KPIs, and customer expectations.
• Monitor service performance and initiate corrective actions.
• Lead relationships with senior stakeholders and business units.
• Manage major incidents and conduct root-cause analysis.
• Drive change, release, and problem management to reduce disruption.

Skills

ITIL processes

Stakeholder management

Leadership

Incident management

Problem management

Change management

Service reporting

Risk management

Communication skills

Travel willingness

Education

Information technology degree

OT/Industrial tech background

ITIL/service management certification

Tools

ITSM tooling

Monitoring dashboards

Incident tracking system

Job description

AWE plc is seeking a Senior Service Manager to oversee IT service delivery across the organisation. You will liaise between technical teams and business units to drive service excellence and operational efficiency.

You will ensure services meet SLAs and KPIs, monitor performance, and lead incident, problem, and change management while guiding a high-performing team. Overseas travel may be required as part of stakeholder engagement and project delivery.