Leading, coaching, and developing a team of Service Delivery Managers to deliver high‑quality, customer‑focused service.
Managing major incidents (P1 & P2), coordinating technical response, and supporting a 24/7 incident management rota.
Owning service performance metrics — SLAs, OLAs, and KPIs — and producing accurate, insightful management information.
Building strong relationships with operational, engineering, digital, and business stakeholders, representing Service Delivery at governance forums.
Leading supplier performance reviews, driving improvements, and supporting commercial teams with contract negotiations.
Embedding and improving ITIL‑aligned processes (incident, problem, change, request, release) and driving continual service improvement.
Participation in a 24/7 major incident management rota.
Engagement in resilience, disaster recovery and service continuity activities.
Ensuring service governance meets regulatory requirements for the water sector (cybersecurity, operational resilience, OT environments).

Proven experience leading IT Service Delivery teams in a 24/7 or operationally critical environment.
Strong leadership, coaching, and stakeholder‑management skills.
Deep understanding of ITIL frameworks across core processes.
ITIL Foundation certification (v3 or v4).
Strong analytical capability with the ability to understand technical information and translate it into business‑focused insights.
ITIL v5 (Foundation) or higher‑level ITIL qualifications (desirable).
Experience using the ServiceNow ITSM/CSM platform (desirable).
Experience in a regulated or utility environment (water sector preferred) (desirable).
Qualifications in SIAM, Lean, Agile, or other service/process frameworks (desirable).

Lead Service Delivery Manager

Key skills