Senior Service Delivery Manager

Morson Human Resources Limited; Manchester, East Midlands; Hybrid; GBP 104,000 - 136,000; Full time

Job summary

Morson Human Resources Limited is seeking a Senior Service Delivery Manager to lead IT service delivery for a high-profile UK nuclear SMR programme. The role focuses on transforming and maturing service delivery, governance and user experience across a large-scale environment.

You’ll work with senior stakeholders, technology teams and suppliers to drive performance, resilience and continuous improvement, with hybrid working from Manchester or Derby and a 6-month initial contract.

Qualifications

• 10+ years’ experience in IT service management or technology operations.
• Proven experience transforming and improving IT services beyond BAU.
• Experience operating within large-scale, complex or rapidly scaling organisations.
• Strong senior stakeholder and supplier management experience.
• Extensive ITIL/service management knowledge, including major incident management.
• Experience developing service governance, operating models and performance frameworks.
• A focus on continuous improvement, operational resilience and customer experience.

Responsibilities

• Lead the IT service delivery strategy and operating model.
• Drive service transformation, optimisation and continuous improvement.
• Establish effective service governance across SLAs, XLAs, OLAs and KPIs.
• Lead and develop service management teams, building a high-performance culture.
• Provide senior leadership during major incidents and operational escalations.
• Develop and deliver a service improvement roadmap with measurable outcomes.
• Manage strategic suppliers, performance, contracts and operational risk.
• Drive excellence across Incident, Problem, Change, Release and Capacity Management.
• Improve service integration, user experience and overall service maturity.
• Ensure compliance with relevant security, regulatory, ISO and CE+ requirements.

Skills

Senior stakeholder management

Service delivery

ITIL

Continuous improvement

Incident/Problem/Change management

Tools

Azure

AWS

Job description

Senior Service Delivery Manager - £650 per day - Inside IR35 - Hybrid working from Manchester or Derby - 6 Months initial contract.

We’re looking for a Senior Service Delivery Manager to lead and transform IT service delivery for one of the UKs most ambitious nuclear new build organisations, operating at the forefront of the UK’s Small Modular Reactor (SMR) programme.

This is more than a traditional service delivery role. We’re looking for someone who can transform, optimise and mature service delivery, bringing experience from a large-scale enterprise, scale-up or similarly complex environment.

You’ll work closely with senior stakeholders, technology teams and suppliers to improve service performance, resilience, governance and user experience.

Key Responsibilities -

• Lead the IT service delivery strategy and operating model.
• Drive service transformation, optimisation and continuous improvement.
• Establish effective service governance across SLAs, XLAs, OLAs and KPIs.
• Lead and develop service management teams, building a high-performance culture.
• Provide senior leadership during major incidents and operational escalations.
• Develop and deliver a service improvement roadmap with measurable outcomes.
• Manage strategic suppliers, performance, contracts and operational risk.
• Drive excellence across Incident, Problem, Change, Release and Capacity Management.
• Improve service integration, user experience and overall service maturity.
• Ensure compliance with relevant security, regulatory, ISO and CE+ requirements.

What You’ll Bring -

• 10+ years’ experience in IT service management, service delivery or technology operations.
• Proven experience transforming and improving IT services, not simply managing BAU.
• Experience operating within a large-scale, complex or rapidly scaling organisation.
• Strong senior stakeholder and supplier management experience.
• Extensive ITIL/service management knowledge, including major incident management.
• Experience developing service governance, operating models and performance frameworks.
• A strong focus on continuous improvement, operational resilience and customer experience.

Desirable -

• Azure and/or AWS service management experience.
• Agile and DevOps environments.
• SIAM / multi-vendor environments.
• XLA/XPI implementation.
• Experience within regulated, engineering, energy or infrastructure environments.

The Opportunity -

This is a chance to shape and transform IT service delivery within a high-profile UK SMR organisation, helping build the service capability required to support significant growth and one of the UKs most important future energy programmes.
If you’re a senior service leader who enjoys transforming services, improving performance and building maturity, rather than simply managing BAU, we’d like to hear from you.