IT Service Delivery Manager

IT Service Delivery Manager - HS2

Location: Birmingham (City Centre)
Contract Type: Permanent
Clearance: Must be eligible to work in the UK

About the Role

We are seeking an experienced IT Service Delivery Manager to oversee the end-to-end delivery of IT services across multiple platforms and suppliers. This role is critical to ensuring IT services are reliable, available, and performing in line with agreed service levels.

You will operate in a multi-supplier environment (including tier 1 suppliers and smaller in-house teams), acting as a service integrator and driving continual improvement across IT operations.

Key Responsibilities

• Manage and assure the delivery of IT services, platforms, and products using ITIL best practices.
• Oversee incident, problem, change, request, and event management, ensuring effective coordination and communication.
• Monitor and report on service performance, SLAs, and OLAs, providing governance and assurance for service standards.
• Lead service improvement initiatives, identifying trends and implementing optimisations to enhance user experience and reduce costs.
• Manage relationships and performance of multiple suppliers and internal teams.
• Maintain and improve service management documentation, processes, and knowledge assets.
• Produce clear and actionable reports for senior stakeholders.

What We're Looking For

• Strong experience as an IT Service Manager or similar role in a multi-supplier or SIAM environment.
• Demonstrable evidence of delivering measurable service improvements.
• Expertise in ITIL frameworks, ServiceNow, and service management tools.
• Experience managing multiple IT services/platforms and balancing competing priorities.
• Ability to produce governance reports and assurance documentation.
• Excellent communication skills with a positive, collaborative approach.

Desirable Skills

• Knowledge of digital technologies and their application in large-scale programmes.
• Experience in change control, business analysis, and continual service improvement.

Ready to make an impact? Apply now and help us deliver world-class IT services that support one of the UK's most ambitious infrastructure programmes.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.