Service Delivery Manager

GET STAFFED ONLINE RECRUITMENT LIMITED; Manchester; Hybrid; GBP 52,000 - 62,000; Full time

Job summary

A leading organization focused on football governance is seeking a Service Delivery Manager. This role involves overseeing the digital services of the Independent Football Regulator, including stakeholder management and risk oversight. The position provides a comprehensive benefits package and a flexible working arrangement to support work-life balance.

Benefits

Flexible working arrangements

26.5 days annual leave

Civil Service pension

Access to employee benefits system

Paid volunteering leave

Generous maternity and paternity leave

Staff reward and recognition bonuses

Access to Employee Assistance Programme

Learning and development opportunities

Qualifications

• Proven experience in delivery of user-centered digital products.
• Proficient in change management in operational environments.
• Experience working within an Agile delivery environment.

Responsibilities

• Overseeing the successful live operational delivery of digital products.
• Managing service-related risks and escalations.
• Leading change management and transition activities.

Skills

Communication

Stakeholder Management

Problem Solving

Change Management

Project Management

Agile Methodology

Education

Relevant professional certifications in IT service management (e.g. ITIL 4)

Relevant professional certifications in IT project management (e.g. Agile or PRINCE2)

Job description

Service Delivery Manager

Apply before 11:55 pm on Tuesday 24th June 2025

Location: Manchester

Salary: £52,082 - £61,084 + benefits (including a Civil Service Pension with an employer contribution of 28.97%)

Contract type: Fixed term

Our client leads the Government's work on the future governance of football. At present, their dedicated team comprises over thirty members of staff, led by an interim Chief Operating Officer, undertaking a range of activities in preparation for passage of the Football Governance Bill, which is currently in Parliament.

Our client’s dedicated team is responsible for setting up the Independent Football Regulator. It is ensuring the Regulator has the right skills, governance and corporate functions so it can start work as soon as possible after the Bill receives Royal Assent.

This post, and its recruitment, is dependent on progress of the Bill, and the intention is for this role to transfer to the Regulator once it's legally established.

Please note that the Independent Football Regulator will be based in Greater Manchester, but an exact location has yet to be determined.

Job Description

Responsibilities include:

• Overseeing the successful live operational delivery of the Independent Football Regulators digital products and services.
• Managing service-related risks and escalations where required.
• Providing high quality support functions to a diverse stakeholder network, including 1st line support for service inquiries and escalations.
• Supplier relationship and contract management, ensuring that a high quality of service is provided by all suppliers, in accordance with agreed KPIs and SLAs.
• Leading the change management and transition activities, associated with the delivery of the IFRs digital products and services into live operation.
• Supporting internal and external stakeholders in the adoption of new technologies, providing training, developing guidance and supporting materials.
• Managing incidents, requests, changes and escalation processes, ensuring timely responses, accurate reporting and establishing service improvement activities.
• Ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
• Contributing to the continuous improvement of digital products and services, gathering user feedback, monitoring performance and completion of internal service reviews to inform the strategic vision for the IFRs digital services.
• Supporting the Business Analyst and Product Manager in the identification and development of problem statements and prioritisation of deliverables.
• Working with commercial counterparts to agree contractual terms and agreements with suppliers of the IFRs digital products and services.

Person Specification

The ideal candidate would have the following key skills and experience:

Essential Requirements:

• Proven experience of the delivery of user centred digital products and services, into and within a live operational environment.
• Proficient in change management, including the transition and user adoption of digital products and services.
• Excellent communication and stakeholder management skills, including supplier relationship and performance management.
• Strong project management skills, including planning, risk management and coordinating resources to meet delivery timelines.
• Experience working within an AGILE delivery environment, as part of a multidisciplinary team.
• Strong analytical and problem-solving abilities.
• Proficient in the design and implementation of operational processes that enable effective service delivery.

Desirable Skills:

• Relevant professional certifications in IT service management or working towards the required levels (e.g. ITIL 4).
• Experience working in digital delivery within a regulatory environment.
• Experience of GDS assessments and knowledge of GDS service standards.
• Experience setting up a new organisation or function.
• Relevant professional certifications in IT project management or working towards the required levels (e.g. AGILE or PRINCE2).
• Understanding of data privacy and protection.

Benefits

Alongside your salary of £52,082, our client contributes £15,088 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Our client values its staff and offers a wide range of benefits to everyone who works there. They’re committed to developing talent and supporting colleagues to have great careers in their department. To support with that, some of the benefits they offer include:

• Flexible working arrangements and hybrid working – Their staff work on a flexible basis with time spent in offices, and time spent working from home
• 26.5 days annual leave on entry, increasing to 31.5 days after 5 years’ service
• A Civil Service pension with an employer contribution of 28.97%
• Access to the Edenred employee benefits system which offers discounts to popular retailers and access to various useful resources such as financial and savings advice
• 3 days of paid volunteering leave
• Up to 9 months maternity leave on full pay + generous paternity and adoption leave
• Staff reward and recognition bonuses that operate throughout the year
• Occupational sick pay
• Access to the Employee Assistance Programme which offers staff 24/7 confidential support and resources such as counselling, debt guidance and management advice
• Active and engaged staff networks to join including the LGBT+, Ethnic Diversity, Mental Health and Wellbeing and Gender Equality Networks
• Exceptional learning and development opportunities that you can explore alongside your day-to-day work
• Season ticket loan, cycle to work scheme and much more!