Service Delivery Manager

Wales & West Utilities Limited; Newport; Hybrid; GBP 62,000 - 71,000; Full time

Benefits offered by this job

Flexible working opportunities

25 days annual leave + Bank holidays

Pension with company contribution

Employee discounts

Job summary

Wales & West Utilities Limited in Newport seeks a Service Delivery Manager to own end-to-end IT service performance across partner-delivered services. You will ensure SLAs, KPIs and contractual commitments are met, translating technical performance into business outcomes and driving continual service improvement.

You’ll collaborate with IT, Commercial & Contracts teams and partners, maintain a Service Catalogue, and lead discussions to optimise service delivery for customers and colleagues.

Qualifications

• Proven experience as a Service Delivery Manager in a complex, high-user environment.
• Strong track record with outsourced, multi-supplier services in a SIAM model.
• Ability to translate technical performance into business outcomes.

Responsibilities

• Own day-to-day delivery and performance of IT services via partners and suppliers.
• Manage service levels and report underperformance against SLAs/KPIs.
• Oversee incident, major incident, problem and change practices with partners.

Skills

Service Delivery

SIAM model

ITIL 4

Cloud & SaaS

SAP

GIS

Power BI

ServiceNow

Stakeholder management

Cyber security

Vendor management

Change management

End-user computing

Tools

ServiceNow

Power BI

Azure

Job description

We know that reading through job adverts can sometimes be a lot to take in, so to help make things easier, we have added a digital accessibility tool to the top of the page where you can access an audio version of this advert, change the language, font size and colour and some other tools you may find helpful. To access click on ‘Recite me’ at the top of this page. Our dedicated recruitment team are also available to provide any further support.

Who are we?

We are a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon-free vision for 2050.

What we’re looking for:

We’re looking for a Service Delivery Manager to take ownership of the end-to-end performance of a portfolio of IT services delivered primarly through our strategic partners and suppliers. As the service integrator, Wales & West Utilities co-ordinates multiple delivery partners, and you will play a key role in ensuring they consistently meet agreed service levels, KPI’s and contractual commitments.

You will be able to translate technical performance into meaningful business outcomes, driving contiunal service improvement to ensure colleagues have access to realiable, secure, and user-friendly technology.

This is both a business-facing and technical role. You will work closely with partner Service Delivery Managers, IT colleagues across Technical Services, Problem Management, and Commercial & Contracts teams, as well as service consumers across WWU. You will help maintain an accurate and relevant Service Catalogue, ensuring services are clearly described in language that colleagues understand.

You will be a confident communicator with the ability to build strong relationships and influence stakeholders at all levels. Comfortable leading challenging conversations with partners and suppliers and be motivated by delivering an excellent service experience for both customers and colleagues.

You’ll be relied on to:

• Own the day-to-day delivery and performance of assigned IT services and products delivered through WWU’s partners and suppliers, against agreed SLAs, KPIs and contractual obligations
• Manage Service levels, reporting on where partners do not meet these obligations including any service performance scheme that is contractual
• Ensure effective incident, major incident, problem, and change practices across partners, working with the Problem Management team to tackle root causes and prevent recurrence
• Develop and deliver a continual service improvement plan with short-, medium- and long-term goals, building the business case for budget and resources where needed and tracking benefits
• Ensure services meet security, governance, legal and regulatory requirements, including the NIS Regulations and Ofgem’s Cyber Assessment Framework (CAF), working with the Cyber Security team to track partner remediation and vulnerability management

You can read a full job description here .

You’ll need to have:

• Proven experience as a Service Delivery Manager, in a complex and fast-paced organisation supporting 2,000+ users
• Strong record of managing outsourced, multi-supplier services within a SIAM model, holding partners to account through SLA, KPIs and service credits.
• Ability to draw on strong business and technical skills across internal IT teams and partners alike, bringing them together to resolve issues and improve services.
• Solid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement, and continual improvement.
• Good technical understanding of modern infrastructure and applications: hybrid cloud (e.g. Microsoft Azure), SaaS, on-premise data centres, end-user computing and mobile.
• Experience of supporting enterprise applications, including SAP and GIS.
• Commercial awareness, including negotiating and agreeing service levels and contract changes in a multi-vendor environment.
• Experience of transitioning new or changed services into live operation.
• Confidence using data to tell a story, building, and interpreting service reports and dashboards (e.g. Power BI) and working in enterprise ITSM tooling (e.g. ServiceNow).
• Excellent communication and influencing skills, able to explain technical issues to non-technical audiences and lead difficult conversations constructively.

The following is also desirable:

• Experience in Utilities, critical national infrastructure or another regulated, 24/7 emergency service environment.
• Experience supporting a large mobile or field-based workforce and related solutions, such as mobile workforce management, GIS and mapping, and mobile device management.
• Familiarity with cyber security and resilience frameworks such as the NCSC CAF, the NIS Regulations, ISO 27001, or Cyber Essentials.
• Experience defining and using experience level agreements (XLAs) or digital employee experience (DEX) measures.
• Exposure to automation, or Agile and product-based ways of working.

What you’ll get in return:

• A competitive salary starting at £62,160 rising to £71,484
• Flexible working opportunities
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% - totalling 15%
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
• “Choices” flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
• Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Friends & Family Discount for Three Mobile and Broadband
• Colleague recognition including Annual Celebrating Excellence Awards
• Living Wage Accredited Employer
• Award winning employer for ‘Outstanding Contribution to Workplace Health and Wellbeing’ and leading the industry in championing equality, diversity and inclusion
• Annual salary review
• Discretionary annual bonus
• Company Sick Pay
• In-house Occupational Health Team
• Employee Assistance Programme

The way we do things

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential.

We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.

Interested?

If you would prefer to complete your application form in an alternative format such as Microsoft Word or would like to discuss the role in a little more detail, please contact us at [e-mail] or on 07971 038 982.

You can also ask us about flexible working practices that may be available or tell us if you have any special requirements during the application process.