IT Service Delivery Manager - UK Health Security Agency - SEO

Hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.

An IT Service Delivery Manager within the UK Health Security Agency (UKHSA) is responsible for supporting the management of live digital and technology services, ensuring they remain stable, resilient, well governed and continuously improved.

We are seeking two IT Service Delivery Managers who will operate across multiple platforms, suppliers and stakeholders, working closely with the G7 IT Service Delivery Lead to balance operational risk with user needs and delivery priorities.

These are key roles in ensuring services support UKHSA's mission to protect public health.

• Support service performance against SLAs, OLAs and operational KPIs, escalating risks and issues appropriately to the relevant leads.
• Coordinate and govern technical change, ensuring appropriate assurance, compliance and communication.
• Contribute to major incident management and service recovery.
• Identify, monitor and escalate operational risks to ensure services remain stable and secure.
• Liaise with IT service functions, delivery teams and suppliers to ensure services are maintained effectively.
• Support continuous service improvement initiatives across live services.
• Maintain an understanding of service architectures, dependencies and associated risks.
• Manage day-to-day management of live services, including incident, problem and risk management.
• Support the planning and scheduling of testing and deployment of releases.
• Contribute to the delivery of new functionality while maintaining the integrity of existing services.
• Ensure service asset and configuration items are controlled, with accurate and reliable information available.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Essential Criteria

• Experience supporting IT service management in a live operational environment
• Knowledge of ITIL practices, including incident, problem and change management
• Strong organisational and stakeholder management skills
• Ability to work collaboratively across teams and suppliers
• Experience of identifying and managing service risks and issues
• ITIL certification

Desirable Criteria

• Familiarity with supplier management and multi-vendor environments
• A proactive approach to continuous improvement