Strategic IT Service Delivery Manager

Driver and Vehicle Standards Agency; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Pension contribution 28.97%

25 days annual leave + bank holidays

Flexible working options

Job summary

Driver and Vehicle Standards Agency (DVSA) is seeking a Service Delivery Manager to lead the delivery and continual improvement of IT services supporting DVSA's operations and strategy. You will work with customers, stakeholders, and suppliers to monitor performance, manage risks and escalations, and drive service improvements to maximise value and reliability.

The role emphasizes developing supplier relationships, ensuring service levels are met, and coaching Associate Service Delivery Managers

Responsibilities

• 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.

Skills

Service Delivery

Stakeholder Mgmt

Supplier Management

Continual Improvement

SLAs & OLAs

Data-driven Decisions

Leadership

Risk & Issues

Job description

Driver and Vehicle Standards Agency (DVSA) is seeking a Service Delivery Manager to lead the delivery and continual improvement of IT services supporting DVSA's operations and strategy. You will work with customers, stakeholders, and suppliers to monitor performance, manage risks and escalations, and drive service improvements to maximise value and reliability.

The role emphasizes developing supplier relationships, ensuring service levels are met, and coaching Associate Service Delivery Managers