UK Health Security Agency
IT Service Delivery Lead
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Hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.
Job Summary
The IT Service Delivery Manager (SDM) plays a critical role in ensuring that live IT services consistently deliver agreed outcomes for UKHSA. Operating within the Service Delivery and Supplier Management function, we are looking for two IT Service Delivery Leads to work closely with Technology teams, suppliers, and business stakeholders to ensure services are stable, resilient, and aligned to organisational priorities.
The SDM is engaged early in projects and upgrades, working alongside Service Design & Introduction to ensure new and changed services transition smoothly into live operation. The two roles are accountable for service availability, performance, and ongoing operational health, operating with a high degree of autonomy and making informed, risk-based decisions in line with Information Technology Infrastructure Library (ITIL) best practice.
Due to the nature of critical services, the two roles require flexibility, including participation in major incidents, service recovery, and service transition activities outside normal business hours where required.
Job Description
Service Delivery & Operational Assurance
- Provide end-to-end oversight of live IT services, ensuring availability, stability, and performance.
- Lead service reviews with internal teams and third-party suppliers to assure delivery against SLAs, KPIs, and service targets.
- Manage service go-lives and early life support, ensuring services are supportable and resilient.
- Monitor service health, identify risks and capacity constraints, and recommend corrective actions.
Stakeholder & Supplier Management
- Act as the primary service contact for business stakeholders during live service operations and incidents.
- Coordinate and manage communications during planned and unplanned service interruptions.
- Lead supplier engagement and assurance activities, working closely with Commercial and Procurement teams.
- Represent Technology within governance forums, approval boards, and senior stakeholder discussions.
Incident, Problem & Continuity Management
- Support and influence Incident, Major Incident, and Problem Management activities.
- Contribute to root cause analysis and preventative actions.
- Influence Service Continuity Management activities, including SLAs and Business Impact Assessments (BIAs).
Continuous Improvement & Service Development
- Drive continual service improvement, applying ITIL principles.
- Influence technical and non-technical stakeholders on the value of service management disciplines and investment.
Service Catalogue & Governance
- Manage the introduction, change, and retirement of services within the Service Catalogue.
- Work with Service Design & Integration to ensure service information remains accurate and aligned to business needs.
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The above is only an outline of the tasks, responsibilities and outcomes required of these roles.
They will carry out any other duties as may reasonably be required. The job descriptions and person specifications may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.
Person specification
Essential Criteria
- Experience managing live IT services, including ownership of SLAs, KPIs, and service performance.
- Proven ability to maintain service availability and reliability in line with business outcomes.
- ITIL qualification (or equivalent) with extensive experience in IT Service Management, with a primary focus on Service Delivery.
- Experience working with senior stakeholders to deliver outcome-focused services.
- Experience working with third-party suppliers within a service delivery environment.
- Confidence representing Technology within governance and senior leadership forums.
- Ability to produce clear, insight-led service performance reporting.
- Strong analytical skills to identify risks, trends, and service improvement opportunities.
Desirable Criteria
- Experience using ServiceNow or equivalent IT service management tooling.
- Experience working within a supplier delivered ITSM model.
- Experience applying formal continual service improvement or Kaizen approaches.
- Financial awareness, including experience considering cost, risk, and value when making service delivery decisions.
- Exposure to commercial activities such as contract management, renewals, or tender exercises.
Salary Information
Grade: Civil Service Grade 7
- Inner: £60,494 - £70,566
- Outer: £58,340 - £68,574
- National: £56,185 - £66,581
Per annum, pro-rata
Please be aware that the salary is based on the office location.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).
Location
This role is being offered as hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.
Security Clearance Level Requirement
Successful candidates must pass a basic disclosure and barring security check before they can be appointed.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Security Check (SC).
Qualifications And Registrations
For roles where specific qualifications or registrations are required, successful applicants will be asked to provide appropriate evidence. Employment cannot commence until satisfactory documentation has been received and verified.
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Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.
Contact point for applicants
Job Contact
- Name: Sarah Handy
- Email: sarah.handy@ukhsa.gov.uk
Recruitment team
- Email: recruitment@ukhsa.gov.uk
Further information
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles.
If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints@ukhsa.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website: https://civilservicecommission.independent.gov.uk
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