Service Delivery and Supplier Management Lead

Dwr Cymru Cyf; Cardiff; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

34 days annual leave (pro rata)

Variable pay schemes

Additional annual leave up to 5 days

Enhanced employer pension contribution

Mortgage brokering services

Enhanced family friendly policies

Training & coaching opportunities

Gym and fitness discounts

Cycle to work scheme

Employee assistance programme

Job summary

Dŵr Cymru Cyf is seeking a Service Delivery and Supplier Management Lead to shape the delivery of Digital services across the organisation. You will collaborate with teams, suppliers, and stakeholders to ensure reliable, customer-focused services aligned with Welsh Water priorities.

You will drive continual improvement, manage supplier governance, monitor SLA performance, and lead incident reviews, with a standby rota and involvement in major service issues.

Qualifications

• Experience in a senior IT service management or governance role.
• Experience with ITIL disciplines in a 24/7 environment.
• Proven ability to work with third-party suppliers and partners.
• Strong stakeholder engagement and relationship-building with business teams.
• Understanding of financial management related to applications, costs, and risks.
• Experience contracting and managing IT contracts and their commercial implications.
• Experience partnering with procurement and legal teams for supplier management.

Responsibilities

• Lead and support the effective day-to-day delivery of IT services against agreed service levels and operational targets.
• Promote service stability, reliability, and customer satisfaction through proactive service management and continuous improvement.
• Act as a key point of support and coordination for major service issues and service performance concerns.
• Contribute to Major Incident processes and post-incident reviews.
• Work closely with suppliers to ensure contractual commitments, service levels, and performance expectations are achieved.
• Facilitate regular supplier governance meetings, service reviews, and Quarterly Business Reviews (QBRs).
• Provide updates to senior stakeholders on service performance, risks, trends, and improvement initiatives.
• Monitor and report on service availability, customer satisfaction, SLA performance, and supplier outcomes.
• Identify and champion opportunities to improve service quality, efficiency, customer experience, and value.
• Build trusted relationships with business leaders, service owners, operational teams, and suppliers to support shared success.
• There will be a requirement to participate in standby rota.
• Interviews to be held week commencing 5th October.
• Good understanding of ITIL principles, service management best practice, and continual improvement, supported by ITIL 4 Foundation.

Skills

Senior IT service management

Supplier management

Service governance

ITIL disciplines

Stakeholder management

Financial management & reporting

Contract management

Procurement collaboration

ServiceNow

IT contracts & commercial implications

Tools

ServiceNow

Job description

As our Service Delivery and Supplier Management Lead, you will play a key role in shaping and enhancing the delivery of Digital services across the organisation. You will work collaboratively with colleagues, suppliers, and stakeholders to ensure services are reliable, customer-focused, and aligned with Welsh Water's strategic priorities. This role offers the opportunity to build strong partnerships, influence positive change, and drive continual improvement across service delivery and supplier management. You will help create an environment where suppliers and partners work closely with Welsh Water to deliver high-quality services, innovation, value for money, and excellent customer outcomes. Working closely with teams across the business, you will help ensure service improvement opportunities are understood, prioritised, and implemented effectively, supporting our commitment to delivering an outstanding service for customers and colleagues alike.,

• Lead and support the effective day-to-day delivery of IT services against agreed service levels and operational targets.
• Promote service stability, reliability, and customer satisfaction through proactive service management and continuous improvement.
• Act as a key point of support and coordination for major service issues and service performance concerns.
• Contribute to Major Incident processes and help facilitate learning through post-incident reviews.
• Work closely with suppliers to ensure contractual commitments, service levels, and performance expectations are achieved.
• Facilitate regular supplier governance meetings, service reviews, and Quarterly Business Reviews (QBRs).
• Provide clear and engaging updates to senior stakeholders on service performance, risks, trends, and improvement initiatives.
• Monitor and report on service availability, customer satisfaction, SLA performance, and supplier outcomes.
• Identify and champion opportunities to improve service quality, efficiency, customer experience, and value.
• Build trusted and effective relationships with business leaders, service owners, operational teams, and suppliers to support shared success., There will be a requirement to participate in standby rota
• Interviews to be held week commencing 5th October
• Good understanding of ITIL principles, service management best practice, and continual improvement, supported by a minimum ITIL 4 Foundation qualification.

Experience

• Experience in a senior IT service management, supplier management, or service governance role.
• Experience leading and supporting ITIL Service Management disciplines within a 24/7 operational environment.
• Demonstrated ability to work collaboratively with third-party suppliers and partners, ensuring high-quality service delivery and positive outcomes.
• Experience building and maintaining strong relationships with business stakeholders, service owners, and suppliers.
• Understanding of financial management and reporting practices relating to application products, costs, and risks.
• Experience working with IT contracts and understanding their commercial implications.
• Experience partnering with procurement and legal teams to support effective supplier and contract management.

Knowledge & Skills

• Ability to use SLAs, KPIs, service insights, and trend analysis to identify opportunities for service enhancement and improved customer outcomes.
• Excellent communication and relationship-building skills, with the ability to engage confidently with operational, technical, and senior leadership teams.
• Strong analytical and problem-solving skills, with the ability to identify opportunities, risks, and areas for improvement.
• Knowledge of ServiceNow or a similar IT Service Management platform.

Good to know

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas. To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company's required security objectives. We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve. In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for. Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777.

Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT © Dŵr Cymru Cyf 2019. Job Segment: Service Manager, Contract Manager, Wastewater, Water Treatment, Mortgage, Customer Service, Legal, Engineering, Finance

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions - Up To 11% employer contributions
• Free Mortgage Brokering Services
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family

Many more can be found on our website.

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.