Service Delivery Manager

Cygnet Group; Birmingham; On-site; GBP 55,000 - 65,000; Full time

Job summary

A health services provider in Birmingham seeks an experienced Service Delivery Manager to oversee digital service operations. You will ensure high-quality delivery aligned with business needs through effective service management practices. Responsibilities include managing service performance, addressing major incidents, and enhancing stakeholder relationships. The ideal candidate has extensive experience in ITIL-based management and stakeholder engagement. A competitive salary up to £65,000pa is offered alongside extensive benefits.

Benefits

Competitive Salary: Up to £65,000pa DOE

Apprenticeship scheme for further learning

Employee referral scheme

Health Cash plan

Enhanced maternity pay

24 hours free GP support line

Free life assurance cover

Free eye tests

Car lease discounts

Discounted gym membership

Free mortgage broker and Insurance cover

Pension scheme

NHS discount savings & 'Cycle to Work' scheme

Smart Health Toolkit

Qualifications

• Experience in service delivery management or related field.
• Strong understanding of ITIL principles and practices.
• Proven ability to manage multiple stakeholders effectively.

Responsibilities

• Lead the Digital Services Team and oversee service delivery operations.
• Manage service performance, ensuring compliance with SLAs and KPIs.
• Drive continuous improvement initiatives within digital services.

Skills

ITIL-based service management

Digital service operations

Stakeholder management

Incident management

Continuous improvement

Education

Relevant degree or equivalent experience

Job description

Helping others improve and turn their lives around – there’s no better feeling. It’s what we do for thousands of people at more than 150 sites across the UK. Be a part of it.

Cygnet was established in 1988. Since then we have developed a wide range of health and social care services for young people and adults with mental health needs, acquired brain injuries, eating disorders, autism and learning disabilities within the UK.

Job Purpose

As an experienced Service Delivery Manager you will work within our Digital Services Team leading our service delivery teams. This role is critical in ensuring the effective delivery, performance, and continuous improvement of digital services that support patient care, clinical operations, and business functions.

You will be responsible for managing digital service operations, this includes managing our field engineers and service desk staff. You will ensure we maintain high availability, whilst driving service excellence through ITIL-based service management practices. Working closely with internal teams, external suppliers, and key stakeholders, you will ensure services are aligned with business needs and deliver measurable value to healthcare professionals, service users and our wider business support functions. You will develop close working relationships with all members of the Digital Service Team and the business as large.

Please Note: This role is office based Monday – Friday

KEY RESPONSIBILITIES

Service Delivery & Management

• Ensure the delivery of high-quality digital services that support the organisation’s objectives.
• Implement and manage the companies ITSM.
• Implement ITIL based service management practices across the Digital Services Team.
• Manage service performance, ensuring SLAs, KPIs, and compliance requirements are met.
• and manage the Change Advisory Board (CAB) on behalf of the Digital Services Team.
• Manage service performance, ensuring SLAs, KPIs and compliance requirements are met.
• Oversee incident, problem and change management processes to minimise disruption to Digital Services.
• Involvement in major incident response efforts, conducting post-incident reviews and driving continuous improvement initiatives
• You will be the main point of contact for escalations and major incidents, ensuring timely resolution and communication. You will be able to resolve complex technical problems.
• Ensure the smooth day to day operation of digital services, proactively identifying and addressing potential service disruptions
• Maintain comprehensive service documentation, including standard operating procedures, FAQs and training materials.

Stakeholder & Supplier Management

• Work closely with clinical, operational, and IT teams to understand service requirements and priorities.
• Manage relationships with third-party suppliers, ensuring contractual obligations and service levels are met.
• Communicate service performance, improvements, and risks to senior stakeholders.
• Work closely with clinicians, administrators, and other stakeholders to improve user experience and adoption of digital services.

Continuous Improvement & Digital Transformation

• Identify opportunities for service enhancements and operational efficiencies.
• Support the development and implementation of new digital initiatives and technologies.
• Drive a culture of proactive service management, monitoring, and automation.
• Monitor and report on service performance, providing data-driven insights and recommendations for improvements.
• Assess and plan for future service capacity needs, ensuring scalability and resilience of Digital Services.
• Work closely with the PMO to ensure smooth handover of projects to BAU. Ensuring minimal disruption and effective support and risk management.

Governance, Compliance & Security

• Ensure digital services comply with NHS Digital, Data Protection (UK GDPR), and Cyber Security regulations.
• Contribute to audits, risk assessments, and business continuity planning.
• Promote best practices in ITIL service management and governance.

Why Cygnet? We’ll offer you…

• Competitive Salary: Up to £65,000pa DOE
• An opening to undertake further learning with our excellent apprenticeship scheme
• Expert supervision & support
• Employee referral scheme
• Health Cash plan
• Enhanced maternity pay: 8 weeks full Pay, 18 weeks half Pay (Inclusive of SMP) followed by 13 weeks SMP.
• 24 hours free GP support line
• Free life assurance cover
• Free eye tests
• Car lease discounts
• Discounted gym membership
• Free mortgage broker and Insurance cover
• Pension scheme
• Employee NHS – discount savings & “Cycle to Work” scheme
• Smart Health Toolkit- Providing you with Fitness Programmes, Nutrition consultation and Health checks

Ready to make a positive change? Please click on the ‘apply now’ link below.

Due to limits on sponsorship allocations, we are not currently in a position to offer sponsorship to new candidates for these roles, this remains under review.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

What next?

If you care about making a difference – we want to talk to you.

Click the button to apply