Senior IT Service Delivery Lead — Hybrid (UK)

LGBT Jobs; Bedford; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

National Highways is seeking a Lead Service Delivery Manager to oversee ITIL practices across corporate IT and operational environments. The role partners with our Service Management provider and senior stakeholders to drive service quality and continuous improvement, ensuring excellent customer experience.

The role is hybrid with office days and travel across UK offices, requiring strong governance, supplier management and the ability to influence across complex digital services and projects.

Qualifications

• Strong ITIL experience in a complex service delivery environment.
• Broad experience across products/services in the full service delivery lifecycle.
• Proven experience managing suppliers and stakeholders within a complex supply chain.
• Strong analytical, communication and influencing skills.
• Commitment to customer experience and continuous improvement.

Responsibilities

• Lead the relationship with the Service Management provider and establish effective ways of working across teams and suppliers.
• Own service delivery, driving quality, performance and continuous improvement with robust service support arrangements.
• Establish effective service reporting and use data to identify and deliver improvement opportunities.
• Lead escalation and resolution of service issues, proactively identifying risks and mitigating impact on delivery.
• Support and lead medium to large-scale IT projects, governance and service improvements to achieve business benefits and manage risk.

Skills

ITIL framework

Supplier management

Stakeholder management

Data analysis

Communication skills

Customer experience

Job description

National Highways is seeking a Lead Service Delivery Manager to oversee ITIL practices across corporate IT and operational environments. The role partners with our Service Management provider and senior stakeholders to drive service quality and continuous improvement, ensuring excellent customer experience.

The role is hybrid with office days and travel across UK offices, requiring strong governance, supplier management and the ability to influence across complex digital services and projects.