Senior Service Delivery Lead – ITIL & Supplier Excellence

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

Job summary

National Highways is seeking a Lead Service Delivery Manager to strengthen our Digital Services capability. You will lead integrated service operations, drive continual improvement and work with senior stakeholders, suppliers and internal teams to ensure services meet business needs and deliver value.

This hybrid role requires two days per week in the office and can be based at any National Highways office location across the UK, with some travel to attend team meetings.

Qualifications

• Experience leading ITIL-aligned service delivery within a mature ITIL-based organisation.
• Ability to influence senior stakeholders and build effective relationships.
• Strong commercial, financial and risk management experience.
• Excellent analytical, communication and strategic planning skills.
• ITIL 4 Foundation or higher certification (or equivalent).

Responsibilities

• Lead integrated service operations and continual improvement of services, aligning with business objectives and risk appetite.
• Manage supplier performance, service quality, risk and commercial objectives to deliver value for money.
• Develop and communicate strategic plans, management information and service insights.
• Lead management of service risks, availability, capacity and quality, identifying improvement opportunities.
• Build strategic relationships with senior stakeholders, suppliers and partners to support delivery.

Skills

IT service delivery

ITIL framework

Stakeholder management

Budget & risk management

Analytical & strategic planning

Education

ITIL 4 Foundation or higher certification

Job description

National Highways is seeking a Lead Service Delivery Manager to strengthen our Digital Services capability. You will lead integrated service operations, drive continual improvement and work with senior stakeholders, suppliers and internal teams to ensure services meet business needs and deliver value.

This hybrid role requires two days per week in the office and can be based at any National Highways office location across the UK, with some travel to attend team meetings.