IT Service Delivery Manager

IT Service Delivery Manager page is loaded## IT Service Delivery Manager locations:
XC Birmingham Head Office time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
January 20, 2026 (12 days left to apply) job requisition :
JR031524
** IT Service Delivery Manager
***
* Location:

** Birmingham / Hybrid | Network-wide collaboration
** Closing Date:
** 20th January 2026
** Salary:
** Up to £57K dependant on experience

At Cross Country, our timetable sits at the heart of everything we do — connecting communities across the length and breadth of the UK. Delivering this complex, nationwide service relies on resilient, high-performing Digital and IT services, especially at a time of industry transformation and major investment.

We’re proud of the service we provide to our passengers, and we’re now looking for an
** IT Service Delivery Manager
** to play a critical role in ensuring our Digital and IT services are reliable, efficient, and continually improving.
** The Role
** As IT Service Delivery Manager, you’ll oversee the end-to-end delivery and support of operational IT services across Cross Country Trains. You’ll be responsible for service performance, operational excellence, and continuous improvement — ensuring IT services evolve in line with changing business and customer needs.

This is a highly visible role, working closely with business stakeholders, IT colleagues, suppliers, and project teams to keep our services running smoothly and our passengers moving.
** Key Responsibilities
** You will:
* Provide assurance to the business on the quality and performance of operational IT services, ensuring incidents, changes, and demand are managed effectively through established governance.
* Support and, where required, lead Major Incident management, ensuring clear communication, stakeholder engagement, and understanding of business impact.
* Investigate recurring issues, agree mitigation actions, and drive long-term solutions with IT and business stakeholders.
* Build strong relationships across the organisation to understand evolving business requirements and manage new demand through appropriate triage processes.
* Work closely with Service Introduction teams and Project Managers to ensure seamless transition from project delivery into live service.
* Manage and maintain the IT Service Catalogue and Service Level monitoring regime.
* Produce insightful monthly service performance reports, including KPIs, trends, risks, and improvement actions.
* Manage supplier performance in partnership with the IT Resources Lead, ensuring contractual commitments are met and service improvements delivered.
* Identify, assess, and manage IT service risks, developing mitigation and contingency plans.
* Lead the IT Continuous Improvement Practice, embedding a culture of innovation and service excellence.
* Participate in the out-of-hours escalation rota, supporting incident resolution and business communications.
** About You
** You’ll bring a strong service mindset, thrive in a diverse and multifaceted operational environment, and be motivated by delivering excellent outcomes for customers.
** You’ll have:
*** Proven experience in IT service delivery within a complex, customer-focused organisation
* Strong knowledge of IT Service Management frameworks, including ITIL
* Experience driving service improvement through collaboration and innovation
* Excellent analytical, problem-solving, and organisational skills
* The confidence to engage and influence stakeholders at all levels
* Experience managing suppliers, risks, and continuous improvement activities
* The ability to work autonomously and perform under pressure
** Ideally, you’ll also have:
*** Experience working within the transport or rail industry
* Degree-level education or equivalent professional experience
* ITIL V4 Foundation (essential)
* ITIL V4 Managing Professional (desirable)
You’ll be part of an organisation undergoing exciting change, where IT plays a vital role in delivering a service millions of passengers rely on every year. This is an opportunity to make a real, visible impact — and to be proud of the service you help deliver.
** Diversity & Inclusion
** At Cross Country, we believe our people should reflect the diverse communities we serve. Inclusion isn’t just part of our strategy — it’s central to our success. We’re committed to creating a workplace where everyone feels valued, respected, and supported to be their best.

Click
** Apply Now
** to take the next step in your journey with Cross Country Trains.

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