Service Delivery Manager

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We are a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon-free vision for 2050.

We’re looking for a Service Delivery Manager to take ownership of the end-to-end performance of a portfolio of IT services delivered primarly through our strategic partners and suppliers. As the service integrator, Wales & West Utilities co-ordinates multiple delivery partners, and you will play a key role in ensuring they consistently meet agreed service levels, KPI’s and contractual commitments.

You will be able to translate technical performance into meaningful business outcomes, driving contiunal service improvement to ensure colleagues have access to realiable, secure, and user-friendly technology.

This is both a business-facing and technical role. You will work closely with partner Service Delivery Managers, IT colleagues across Technical Services, Problem Management, and Commercial & Contracts teams, as well as service consumers across WWU. You will help maintain an accurate and relevant Service Catalogue, ensuring services are clearly described in language that colleagues understand.

You will be a confident communicator with the ability to build strong relationships and influence stakeholders at all levels. Comfortable leading challenging conversations with partners and suppliers and be motivated by delivering an excellent service experience for both customers and colleagues.

• Own the day-to-day delivery and performance of assigned IT services and products delivered through WWU’s partners and suppliers, against agreed SLAs, KPIs and contractual obligations
• Manage Service levels, reporting on where partners do not meet these obligations including any service performance scheme that is contractual
• Ensure effective incident, major incident, problem, and change practices across partners, working with the Problem Management team to tackle root causes and prevent recurrence
• Develop and deliver a continual service improvement plan with short-, medium- and long-term goals, building the business case for budget and resources where needed and tracking benefits
• Ensure services meet security, governance, legal and regulatory requirements, including the NIS Regulations and Ofgem’s Cyber Assessment Framework (CAF), working with the Cyber Security team to track partner remediation and vulnerability management

You can read a full job description here .

• Proven experience as a Service Delivery Manager, in a complex and fast-paced organisation supporting 2,000+ users
• Strong record of managing outsourced, multi-supplier services within a SIAM model, holding partners to account through SLA, KPIs and service credits.
• Ability to draw on strong business and technical skills across internal IT teams and partners alike, bringing them together to resolve issues and improve services.
• Solid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement, and continual improvement.
• Good technical understanding of modern infrastructure and…