Senior Service Delivery Manager

Description:

As part of our Digital, Data, and Technology (DDaT) transformation, we’re looking for a Senior Service Delivery Manager to help enhance our services, benefiting the organization, the industry, and savers across the UK.

This role is central to managing relationships across the organization, ensuring smooth service delivery, and driving improvements. You’ll oversee service performance, manage significant outages, and contribute to shaping our operating model. You'll also coach team members, fostering growth and development. They provide ongoing training to ensure you stay at the forefront of technology trends.

Key Responsibilities

• Ensure service quality and performance meet business needs, planning for future growth and mitigating risks.
• Identify business challenges and develop strategies to deliver added value.
• Monitor and review ITSM processes, ensuring KPIs and critical success factors are achieved.
• Act as the primary contact for digital and technology communications within the business.
• Lead IT service reviews, providing clear, actionable insights.
• Foster collaborative relationships across departments to maintain high service standards.
• Drive continuous improvement initiatives and ensure ownership of outcomes.
• Manage recurring problems through root cause analysis and resolution.
• Mentor and develop team members to support their career progression.
• Identify and implement cost-saving opportunities, tracking results.

Essential Criteria

• Demonstrated ability to address business challenges and create impactful strategies.
• Experience aligning ITSM processes with modern methodologies (e.g., Value Stream Mapping).
• Strong communication skills, with the ability to influence and challenge constructively at all levels.
• Proven track record of leading service reviews and translating metrics into actionable insights.
• Deep understanding of ITSM frameworks and processes, preferably ITIL4.