Strategic IT Service Delivery Lead (Multi‑Supplier)

Unum UK; Basingstoke; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary & bonus

Healthcare cash plan

Defined Contribution pension

Life assurance & income protection

Mental health support

27 days annual leave + holidays

EV salary sacrifice scheme

Shuttle bus from Dorking station

Inclusive, supportive culture

Job summary

Unum UK is seeking a commercially minded Lead Service Delivery Manager to own end‑to‑end delivery and performance of a portfolio of IT services. You will lead cross‑functional teams, manage strategic supplier relationships, and drive continuous improvement to deliver value to customers and colleagues.

You will collaborate with senior stakeholders, steer service improvements in complex environments, and influence outcomes across internal teams and external partners.

Qualifications

• Significant experience in IT Service Delivery or Service Management roles.
• Strong supplier and contract management expertise.
• Experience managing multi-supplier service models.
• Solid understanding of ITIL and service management frameworks.
• Commercial awareness including budget management and cost optimisation.
• Experience managing service risk, business continuity, and operational resilience.
• Exceptional stakeholder engagement and communication skills.
• The ability to drive change, challenge the status quo, and influence senior decision-makers.
• ITIL certification and/or relevant technical experience.

Responsibilities

• Own the performance, stability, and continuous improvement of multiple IT services.
• Act as the primary escalation point for service issues and major incidents.
• Build strong partnerships with business stakeholders, aligning services to strategic priorities.
• Lead relationships with third‑party suppliers, managing performance, contracts, renewals, and service reviews.
• Identify opportunities to optimise costs while enhancing service quality and customer experience.
• Drive service maturity, championing ITIL best practices and continual improvement initiatives.
• Manage service risks, resilience planning, and regulatory requirements across your service portfolio.
• Provide clear service reporting and insights to senior leadership teams.

Skills

IT Service Delivery

Supplier management

Stakeholder management

ITIL

Budget management

Change management

Leadership

Education

ITIL certification

Job description

Unum UK is seeking a commercially minded Lead Service Delivery Manager to own end‑to‑end delivery and performance of a portfolio of IT services. You will lead cross‑functional teams, manage strategic supplier relationships, and drive continuous improvement to deliver value to customers and colleagues.

You will collaborate with senior stakeholders, steer service improvements in complex environments, and influence outcomes across internal teams and external partners.