Service Delivery Manager

Driver and Vehicle Standards Agency; Newcastle upon Tyne; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Employer pension contribution 28.97%

25 days annual leave + bank holidays

Flexible working options

Job summary

Driver and Vehicle Standards Agency seeks a Service Delivery Manager to lead the delivery and continual improvement of IT services, ensuring they meet business needs and deliver excellent customer outcomes. You will work with customers, stakeholders, suppliers, and colleagues to monitor performance, manage risks, issues, and escalations, driving service improvements and value.

You will hold suppliers accountable, maximise value for money, and ensure services remain reliable, aligned with

Qualifications

• Experience delivering IT services and supplier-delivered contracts.
• Ability to analyse service performance data and drive improvements.
• Strong relationships with business stakeholders, users, and suppliers.
• Proven track record of managing service delivery against SLAs/OLAs.

Responsibilities

• Manage a portfolio of business-critical IT services, ensuring they meet service levels and business requirements.
• Analyse service performance data to identify trends and drive continual improvements.
• Build and maintain strong relationships with stakeholders, users, suppliers, and internal teams.
• Identify and implement continual service improvement initiatives to enhance service quality and efficiency.
• Support development and management of SLAs, OLAs, and service management processes.
• Lead service escalations and collaborate to drive timely resolution and positive outcomes.
• Provide leadership and coaching to Associate Service Delivery Managers and colleagues.
• Develop and retire knowledge articles to aid issue resolution and consistent delivery.

Skills

Service management

Stakeholder management

Supplier management

Contract management

SLA governance

Job description

Can you deliver high-quality IT services, build strong stakeholder relationships, and drive continual service improvement and manage service level agreements? Do you have the skills and experience to manage service performance, resolve complex issues, and ensure excellent customer outcomes? Have you successfully managed IT services and supplier-delivered contracts, working collaboratively with stakeholders to drive service performance, deliver measurable improvements, and ensure effective day-to-day service delivery? If so, we'd love to hear from you! As a Service Delivery Manager, you will play a key role in ensuring the successful delivery of a portfolio of IT services that support DVSA's operational and strategic objectives. Working closely with customers, stakeholders, suppliers, and colleagues, you will drive service performance, oversee supplier and contract delivery, manage service risks and issues, and champion continual improvement to deliver value, reliability, and excellent customer outcomes. The Service Delivery Manager works closely with Associate Service Delivery Managers, providing guidance and delegating responsibilities where appropriate. The role also engages regularly with the Head of Technical delivery and Service Management, Senior Service Delivery Managers, and DVSA business stakeholders, Service owners and other stakeholders to ensure the effective delivery and continual improvement of services. The post holder will manage supplier performance to ensure IT services are delivered in line with agreed service levels, business requirements, and strategic priorities. They will develop effective supplier relationships, monitor service outcomes, and drive continuous improvement to maximise value for money and enhance the customer experience. Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below! Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Career

As a Service Delivery Manager, you will lead the delivery and continual improvement of IT services, ensuring they meet business needs and provide excellent customer outcomes. You will work closely with stakeholders, suppliers, and colleagues to monitor performance, manage risks, issues and escalations, and drive service improvements. Using data and customer insight, you will hold suppliers accountable, maximise value for money, and ensure services remain reliable, efficient, and aligned to strategic priorities.

Your responsibilities will include, but aren't limited to:

• Manage a portfolio of business-critical IT services, ensuring they meet agreed service levels, business requirements, and customer expectations.
• Analyse service performance data to identify trends, service issues, and drive continual improvements that enhance service quality, efficiency, and alignment with user and business needs.
• Build and maintain strong relationships with business stakeholders, users, suppliers, and internal teams, working collaboratively to set and manage service expectations, ensure service issues and concerns are appropriately represented.
• Identify, develop, and implement continual service improvement initiatives to enhance service quality, efficiency, and customer outcomes.
• Support the development and management of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key service management processes.
• Lead the management of service escalations, working collaboratively with stakeholders and suppliers to drive timely resolution, maintain service performance, and ensure positive customer outcomes.
• Provide leadership, coaching, and support to Associate Service Delivery Managers and colleagues, promoting continuous development and high performance.
• Develop, maintain and retire knowledge articles to ensure Service Desk analysts, Service Management, and end users have access to accurate, up-to-date guidance on DVSA services, processes, and procedures. Ensure knowledge content remains relevant, easy to understand, and aligned with business needs, supporting efficient issue resolution, consistent service delivery, and improved user experience.