Senior Service Delivery Manager ITIL Lead, Stakeholder Impact

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

Job summary

National Highways is seeking a Lead Service Delivery Manager to strengthen internal digital capability across Cyber Security, Digital Operational Services, and Digital Corporate functions. The role focuses on delivering integrated services, driving continual improvement, and aligning with business objectives within a mature ITIL framework.

You will lead relationships with senior stakeholders and suppliers, manage risks and performance, and shape strategic plans and insights to support

Qualifications

• Extensive experience leading operational service delivery in ITIL-aligned environments.
• Proven ability to influence senior stakeholders and partners.
• Strong financial, risk management and value-for-money focus.
• Excellent analytical and communication skills for complex decision-making.
• ITIL 4 Foundation or higher with Specialist/Strategist qualifications.

Responsibilities

• Lead integrated service operations and continual improvement of 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, 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.

Skills

ITIL 4 Foundation

Stakeholder management

Supplier management

Budget management

Service improvement

Change management

Strategic planning

Job description

National Highways is seeking a Lead Service Delivery Manager to strengthen internal digital capability across Cyber Security, Digital Operational Services, and Digital Corporate functions. The role focuses on delivering integrated services, driving continual improvement, and aligning with business objectives within a mature ITIL framework.

You will lead relationships with senior stakeholders and suppliers, manage risks and performance, and shape strategic plans and insights to support