Manchester Digital
IT Service Delivery Lead - UK Health Security Agency - G7
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Location
Hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.
About The Job
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.
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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.
The above is only an outline of the tasks, responsibilities and outcomes required of these roles.
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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.
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