Service Delivery Manager

Service Delivery Manager / Service Manager

Location: Wakefield (Hybrid: 2 days on site)

Duration: 12 weeks initially

Rate: NHS/AFC Band 8a: £275.91 - £361.51 per day

IR35: In scope

As the Service Delivery Manager, you will provide short-term leadership to embed robust IT service management practices across the Digital function. You will work closely with the internal IT teams to implement and mature ITIL-aligned processes, coach existing staff, and drive a culture of continuous improvement in service delivery.This role will ensure the Trust's technology services are stable, customer-focused, and aligned with ITIL best practice, while developing internal capability for long-term sustainability.

• Assess the current state of service management processes and identify areas for improvement.
• Design and begin implementation of core ITIL processes (Problem and Knowledge Management as a priority)
• Review SLAs and performance metrics and recommend improvements.
• Coach and mentor existing staff to adopt ITIL principles and develop process ownership.
• Drive collaboration between technical teams, service desk, and business users to improve service quality and communication.
• Create and document fit-for-purpose procedures, workflows, and reporting mechanisms.
• Support the transition to a culture of proactive service improvement and customer focus.
• Provide regular progress updates to the CDIO and ICT Management team.

Essential skills and experience

• Proven experience as a Service Delivery Manager or similar leadership role.
• Strong knowledge and practical experience of ITIL frameworks .
• Demonstrable track record of implementing and maturing IT service management processes.
• Experience in coaching and developing internal teams to build capability and ownership.
• Excellent communication skills - able to build trust and influence across technical and non-technical audiences.
• Proactive, improvement-focused mindset with the ability to deliver change at pace.
• Experience in an NHS or other public-sector organisation (desirable).
• Review of current service management maturity and produce achievable plan for 12 week period.
• Implementation or enhancement of key ITIL processes and documentation.
• Knowledge transfer and coaching plan for the internal team.
• Agreed service performance reporting and improvement framework.

SERVICE DELIVERY, SERVICE, ITIL, COMMUNICATION, PUBLIC SECTOR, GOVERNMENT

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk