Service Delivery & Performance Manager

Arriva Plc; North East; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading passenger transport company in the UK is seeking an IT Service Delivery & Performance Manager to ensure high-quality IT services. This role involves managing service performance, negotiating SLAs, and driving improvement initiatives, with responsibilities such as critical incident resolution and stakeholder engagement. The ideal candidate has strong analytical and communication skills, and experience across IT functions. This position is based in Sunderland with hybrid working options.

Qualifications

• Proven experience in IT service delivery and performance management.
• Ability to lead in fast paced environments and manage complex stakeholder relationships.
• Experience working across diverse IT functions (e.g., HR, Finance, Operations).

Responsibilities

• Lead end-to-end service management delivery across assigned domains.
• Define, negotiate, and monitor SLAs and OLAs.
• Drive Service Improvement Programs (SIPs) and Return to Excellence (RtE) initiatives.
• Oversee critical incident resolution with Major Incident Manager.

Skills

Analytical skills

Negotiation skills

Communication skills

SLA management

Education

ITIL Foundation certification

Job description

The Service Delivery & Performance Manager will play a pivotal role in ensuring the delivery of high-quality IT services across the organisation. This role is responsible for managing service performance, negotiating and monitoring SLAs, driving continual improvement initiatives, and ensuring stakeholder satisfaction. The role supports the strategic goals of Arriva by aligning service delivery with business needs and industry best practices. To encourage collaboration, this role will be based out of our Sunderland office for 3 days a week, with the option for remote working on the remaining days.

Strategic & Operational Delivery

• Lead end-to-end service management delivery across assigned domains, ensuring alignment with business objectives.
• Define, negotiate, and monitor SLAs and OLAs to ensure service quality and compliance.
• Drive Service Improvement Programs (SIPs) and Return to Excellence (RtE) initiatives.
• Analyse service performance data and customer feedback to identify improvement opportunities.

Governance & Stakeholder Engagement

• Act as a key point of contact for IT service governance and escalation.
• Collaborate with internal and external stakeholders to ensure seamless service delivery.
• Maintain strong relationships with relevant suppliers, ensuring compliance and performance against KPIs.
• Influence contract terms and manage renewals to support strategic goals.
• Maintain strong internal and external partnerships to support service excellence.

Incident & Risk Management

• Oversee critical incident resolution in collaboration with the Major Incident Manager.
• Promote a zero-outage culture and proactive risk mitigation.
• Ensure service risks are identified, assessed, and effectively managed.
• Ensure proactive incident resolution and seamless coordination across service functions, including Product and Platform & Operations teams.

Continuous Improvement & Innovation

• Support LEAN, automation, and Agile initiatives to enhance service efficiency.
• Ensure the IT service catalogue is accurate and up to date.
• Champion best practices in ITIL and service management.
• ITIL Foundation certification (preferred).
• Proven experience in IT service delivery and performance management.
• Strong analytical, negotiation, and communication skills.
• Ability to lead in fast paced environments and manage complex stakeholder relationships.
• Experience working across diverse IT functions (e.g., HR, Finance, Operations).
• Commercial awareness and ability to influence and shape supplier contracts.
• SLA management.

Stakeholder Relationships

• Collaborate with other IT functions.

Arriva, is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.

We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager – who acquired Arriva in 2024. To ensure we continue to deliver innovative, reliable and efficient IT services to support our business, we are currently transforming our IT Corporate Services Function and are now looking for a dynamic and collaborative IT Service Delivery & Performance Manager to join our newly established Service Management Team.