Senior ITIL Service Delivery Lead - Hybrid

National Highways; Bedford; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

National Highways is expanding its Digital Services function and seeks a Lead Service Delivery Manager to drive ITIL-based service management across corporate IT and operational environments. You will partner with our Service Management provider, stakeholders and suppliers to ensure quality, continuous improvement and excellent 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, with travel for team

Qualifications

• Strong experience applying the ITIL framework within a complex service delivery environment.
• Broad experience across products and services through the full-service delivery lifecycle.
• Proven experience managing suppliers and stakeholders within a complex supply chain.

Responsibilities

• 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 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, governance and service improvements, ensuring business benefits, value, compliance and risk requirements are achieved.

Skills

ITIL framework

Service delivery

Supplier management

Analytical skills

Communication

Customer experience

Job description

National Highways is expanding its Digital Services function and seeks a Lead Service Delivery Manager to drive ITIL-based service management across corporate IT and operational environments. You will partner with our Service Management provider, stakeholders and suppliers to ensure quality, continuous improvement and excellent 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, with travel for team