Service Delivery & Performance Manager - Doxford, SR3 3XP
Arriv a is a lead in g Eu rop e an p as s e n ge r transp ort p artn e r, o p e ratin g in 11 coun tries a cros s th e U K an d E u rop e. T h e co m p an y em p loy s a roun d 35, 000 p e op le, d e liv e rin g mor e th an 1.5 b illion p as s e n ge r jou rn e y s conn e ctin g p e op le an d co mm un ities s af e ly, re liab ly an d s u s ta in ab ly .
We h av e s tron g ro ots d at in g b ack t o 1938, an a m b itiou s gr ow th an d s u s ta in ab ility a ge n d a, an d a con tinu ous ly d e v e lop in g relationsh ip with I Squ are d Cap it al – a glob al in f ras tru ctu re inv e s tme n t f un d man ager - wh o a cqu ire d Arr iv a in 2024.
To ensure we continue to deliver innovative, reliable and efficient IT services to support our business, we are currently transforming our IT Corporate Services Function and are now looking for a dynamic and collaborative IT Service Delivery & Performance Manager to join our newly established Service Management Team.
The Service Delivery & Performance Manager will play a pivotal role in ensuring the delivery of high-quality IT services across the organisation. This role is responsible for managing service performance, negotiating and monitoring SLAs, driving continual improvement initiatives, and ensuring stakeholder satisfaction. The role supports the strategic goals of Arriva by aligning service delivery with business needs and industry best practices. To encourage collaboration, this role will be based out of our Sunderland office for 3 days a week, with the option for remote working on the remaining days.
Direct responsibilities:
S tr ate gi c & Op er ation al Del i v er y
• Lead end - to -e n d s e rv ice m an agem e n t d e liv e ry a cros s ass ig n e d d om ains, ensu rin g align me n t w ith bus in e s s ob jec tiv e s .
• Def in e, n e got iat e, an d mon ito r SLAs an d O LAs t o en s u re s e rv ice qu alit y an d complian ce .
• Driv e Serv ic e I m p rove me n t Pr ograms (SIPs ) an d Retu rn t o E xce ll e n ce (RtE ) in itia tiv e s .
• An alys e s e rv ice p e rf orman c e d at a an d cu s to me r f e e db ack t o id e n tify im p rov e m e n t opp ortun ities .
Go v ern anc e & Stak eho l d e r E n g ag em en t
• Act as a k e y p oin t of con ta ct f or IT s e rv ice gov e rn an ce an d es cala tion .
• Collab orate wi th in tern al an d extern al s ta keh old e rs t o ens u re s e aml e s s s e rv ice d e liv e ry .
• Main ta in s tron g relationsh ip s w ith re le v an t supp lie rs, ensu ri n g co m p lian ce an d p e rf orman c e a gains t KPIs .
• In f lu e n ce con tra ct ter m s an d man age ren ew als t o s upp ort s tra tegi c go als .
• Main ta in s tron g in tern al an d e xte rn al p artn e rsh ip s t o sup p ort s e rv ice exce lle n c e .
Inc i d en t & R i sk M an ag em en t
• Ov e rs e e critical in c id e n t re s ol u tio n in co llab oratio n with t h e Maj or In ciden t Man ager.
• Pro m ote a z e ro - ou ta g e cu ltu re an d p ro act iv e ris k m itigat ion .
• Ensu re s e rv ice ris ks a re id e n ti f ie d, ass e ss e d, an d effe ct iv e ly man aged.
• Ensu re p ro act iv e in ciden t res olu tio n an d s e amle s s co ord in at ion a cros s s e rv ice f un ction s, in clud in g Produ ct a n d Plat f orm & Op e ration s t e ams .
Con tinu ou s Im p ro v em en t & Inno v ation
• Supp ort LE AN, a u to m at ion, a n d Agile in itia tiv e s t o enh an ce s e rv ice ef f ici e n cy .
• Ensu re th e I T s e rv ice ca ta logu e is a ccura te an d u p t o d at e .
• Cha m p ion b e s t p ractice s in I T IL an d s e rv ice man agem e n t.
Knowledge, skills & experience:
• IT IL Found at ion certif icatio n ( p refe rr e d ).
• Prov e n exp e rie n c e in I T s e rv ic e d e liv e ry an d p e rf orman c e m an ageme n t.
• Stron g an aly tical, n e got iat ion, an d co mm un icatio n s kills .
• Ab ility t o lead in fast paced env iron me n ts an d man age c om p le x s ta keh old e r re lat ionsh ips .
• E xp e rie n ce w ork in g a cros s d ive rs e I T fun ction s (e.g ., H R, Fin an ce, Op e rations ).
• Com me rcial a w are n e s s an d ab ility t o influ e n ce and shape s upp lie r con tra cts .
• SLA management.
Sta keh old e r re lat ionsh ip s:
• Collab orate wi th other IT functions.
T h is jo b d e s crip tio n s e ts o u t th e m ain du ties an d re sp on s i b ilities of th e jo b - h old e r. It d oe s n ot cons titu te an e xh au s tiv e or compre h e ns iv e d e s crip tio n of du ties an d th e jo b h old e r w ill b e re qu ire d to carry ou t an y a dd ition al ta s ks as an d w h e n re qu e s ted to d o s o b y th e ir m an ager. Re sp ons ib ilities a n d du ties m ay als o ch an ge in ligh t of f u tu re bus in es s n ee d s an d p e rs on a l d e v e lop me n t.
The closing date for applications is Friday 14th November 2025. Arriva Group reserves the right to close this vacancy early.