Senior Service Delivery Lead — Workplace Services

National Highways; Swan Village; Hybrid; GBP 80,000 - 110,000; Full time

Job summary

National Highways is seeking a Lead Service Delivery Manager within Workplace Services to lead integrated service operations, drive continual improvement, and ensure value for money across multiple service lines. You will build strategic relationships with senior stakeholders and suppliers, oversee budgets, risks and performance, and shape service strategy in a complex IT environment.

The role requires ITIL expertise (ITIL 4 Foundation or higher), strong leadership, mentoring capability, and the

Qualifications

• Strong experience leading operational service delivery within a mature ITIL-aligned organisation, with the ability to drive continual improvement and deliver against strategic and operational objectives.
• Proven ability to influence and build effective relationships with senior stakeholders, suppliers and partners, including facilitating collaboration between stakeholders with diverse objectives.
• Strong commercial, financial and risk management experience, with the ability to manage budgets, identify efficiencies and ensure value for money.
• Excellent analytical, communication and strategic planning skills, with the ability to use management information and insight to support complex decision-making and articulate complex issues to a broad range of audiences.
• Demonstrates strong leadership, people management, and mentoring capabilities, consistently providing clear direction, fostering team development, and leading by example.
• ITIL 4 Foundation or above, with relevant ITIL 4 Specialist/Strategist qualifications, or strong demonstrable experience operating within a mature ITIL-aligned organisation.

Responsibilities

• Lead the integrated service operations and continual improvement of services within Workplace Services, ensuring capabilities, processes and performance align with business objectives, industry standards and National Highways' policies and risk appetite.
• Build and maintain strong strategic relationships with senior stakeholders, suppliers and partners, influencing decisions and facilitating effective engagement to support the delivery of services and change.
• Lead supplier management activities, ensuring supplier performance, service quality, contract health, risk and commercial objectives are effectively managed to deliver value for money.
• Develop and communicate strategic plans, management information and service insights to support effective decision-making, prioritisation and the delivery of organisational and service improvements.
• Lead the management of service risks, performance, availability, capacity and quality, identifying opportunities for continual improvement and ensuring services meet current and future business needs.
• As Lead Service Delivery Manager for Workplace Services, you will be expected to deputise for the Head of Service (Workplace Services) as required.

Skills

Leadership

Stakeholder mgmt

Supplier management

Budgeting

Risk management

Analytical thinking

Communication

Strategic planning

Mentoring

Education

ITIL 4 Foundation

ITIL Specialist/Strategist qualifications

Job description

National Highways is seeking a Lead Service Delivery Manager within Workplace Services to lead integrated service operations, drive continual improvement, and ensure value for money across multiple service lines. You will build strategic relationships with senior stakeholders and suppliers, oversee budgets, risks and performance, and shape service strategy in a complex IT environment.

The role requires ITIL expertise (ITIL 4 Foundation or higher), strong leadership, mentoring capability, and the