Lead Service Delivery Manager

Worthing - UK

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Closing Date

31/03/2026

Job Title: Lead Service Delivery Manager (Digital)

Location: Durrington hybrid working
Contract Type: Permanent
Hours: 37 per week
Salary: from 65k

About the role

As a Lead Service Delivery Manager you will play a pivotal role in ensuring the stability reliability and continual improvement of our IT services. Youll lead and develop a team of Service Delivery Managers embed bestpractice service disciplines and work closely with operational engineering and digital stakeholders across the organisation.

This role sits within our Digital Service Delivery team at the heart of supporting operational systems corporate applications customer-facing services and the technology that underpins a regulated water utility.

What you will be responsible for:

Leading coaching and developing a team of Service Delivery Managers to deliver highquality customerfocused service.
Managing major incidents (P1 & P2) coordinating technical response and supporting a 24/7 incident management rota.
Owning service performance metrics SLAs OLAs and KPIs and producing accurate insightful management information.
Building strong relationships with operational engineering digital and business stakeholders representing Service Delivery at governance forums.
Leading supplier performance reviews driving improvements and supporting commercial teams with contract negotiations.
Embedding and improving ITILaligned processes (incident problem change request release) and driving continual service improvement.

Additional Requirements specific to the role

Participation in a 24/7 major incident management rota.
Engagement in resilience disaster recovery and service continuity activities.
Ensuring service governance meets regulatory requirements for the water sector (cybersecurity operational resilience OT environments).

What youll bring to the role

Essential

Proven experience leading IT Service Delivery teams in a 24/7 or operationally critical environment.
Strong leadership coaching and stakeholdermanagement skills.
Deep understanding of ITIL frameworks across core processes.
ITIL Foundation certification (v3 or v4).
Strong analytical capability with the ability to understand technical information and translate it into businessfocused insights.

Desirable

ITIL v5 (Foundation) or higherlevel ITIL qualifications.
Experience using the ServiceNow ITSM/CSM platform.
Experience in a regulated or utility environment (water sector preferred).
Qualifications in SIAM Lean Agile or other service/process frameworks.

At Southern Water we believe diverse perspectives drive innovation. Ifyourepassionate about making a positive impact and think you can bring value to our teamwedlove to hear from youeven if youdonttick every box. Your unique skills and experiences could be exactly what we need.

If this roleisntquite whatyourelooking for but are keen to be contacted about opportunities at Southern Water you can register your details here: Introduce Yourself (-Introduce Yourself)

Our Commitment to Diversity

We welcome applicants from all backgrounds identities and experiences. We do not discriminate based on race ethnicity gender sexual orientation age disability religion or any other protected characteristic. If you need reasonable adjustments during the recruitment process please let us know.

Additional information:

In line with Southern Waters security requirements successful candidates will be required to provide evidence of their identity eligibility to work in the UK criminal record

check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all pre-employment checks including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting which may involve providing additional documentation.

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Required Experience:

Manager

Closing Date31/03/2026Job Title: Lead Service Delivery Manager (Digital)Location: Durrington hybrid workingContract Type: PermanentHours: 37 per weekSalary: from 65kAbout the roleAs a Lead Service Delivery Manager you will play a pivotal role in ensuring the stability reliability and continual impro...