Senior Strategic Service Delivery Lead, Workplace Services

National Highways; Guildford; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

National Highways is seeking a Lead Service Delivery Manager within the Workplace Services team to drive operational delivery and continual improvement across diverse digital service lines. You will lead senior stakeholder engagement, supplier management and strategic planning in a mature ITIL environment.

This hybrid role requires two days in the office and travel to Birmingham, Leeds or other offices as needed, with deputising duties for the Head of Service (Workplace Services) as required.

Qualifications

• Experience leading operational service delivery in a mature ITIL-aligned organisation.
• Ability to influence and build effective relationships with senior stakeholders, suppliers and partners.
• Strong commercial, financial and risk management experience with budgeting.
• Excellent analytical, communication and strategic planning skills.
• Demonstrates strong leadership, people management and mentoring capabilities.
• ITIL 4 Foundation or above, or demonstrable experience in a mature ITIL environment.

Responsibilities

• Lead the integrated service operations and continual improvement of services within Workplace Services, ensuring capabilities, processes and performance align with business objectives.
• Build and maintain strategic relationships with senior stakeholders, suppliers and partners, influencing decisions and engagement.
• Lead supplier management activities, ensuring supplier performance, service quality, contract health, risk and commercial objectives are met.
• Develop and communicate strategic plans, management information and service insights to support decision-making.
• Lead the management of service risks, performance, availability, capacity and quality, identifying opportunities for improvement.
• Deputise for the Head of Service (Workplace Services) and oversee the performance of Service Delivery Managers.

Skills

ITIL

Stakeholder management

Budget & financial management

Risk management

Leadership & mentoring

Analytical thinking

Strategic planning

Communication

Commercial awareness

Supplier management

Education

ITIL 4 Foundation or above

Job description

National Highways is seeking a Lead Service Delivery Manager within the Workplace Services team to drive operational delivery and continual improvement across diverse digital service lines. You will lead senior stakeholder engagement, supplier management and strategic planning in a mature ITIL environment.

This hybrid role requires two days in the office and travel to Birmingham, Leeds or other offices as needed, with deputising duties for the Head of Service (Workplace Services) as required.