IT Service Delivery Manager page is loaded## IT Service Delivery Managerlocations: XC Birmingham Head Officetime type: Full timeposted on: Posted Todaytime left to apply: End Date: January 20, 2026 (12 days left to apply)job requisition id: JR031524**IT Service Delivery Manager****Location:** Birmingham / Hybrid | Network-wide collaboration**Closing Date:** 20th January 2026**Salary:** Up to £57K dependant on experienceAt CrossCountry, our timetable sits at the heart of everything we do — connecting communities across the length and breadth of the UK. Delivering this complex, nationwide service relies on resilient, high-performing Digital and IT services, especially at a time of industry transformation and major investment.We’re proud of the service we provide to our passengers, and we’re now looking for an **IT Service Delivery Manager** to play a critical role in ensuring our Digital and IT services are reliable, efficient, and continually improving.**The Role**As IT Service Delivery Manager, you’ll oversee the end-to-end delivery and support of operational IT services across CrossCountry Trains. You’ll be responsible for service performance, operational excellence, and continuous improvement — ensuring IT services evolve in line with changing business and customer needs.This is a highly visible role, working closely with business stakeholders, IT colleagues, suppliers, and project teams to keep our services running smoothly and our passengers moving.**Key Responsibilities**You will:* Provide assurance to the business on the quality and performance of operational IT services, ensuring incidents, changes, and demand are managed effectively through established governance.* Support and, where required, lead Major Incident management, ensuring clear communication, stakeholder engagement, and understanding of business impact.* Investigate recurring issues, agree mitigation actions, and drive long-term solutions with IT and business stakeholders.* Build strong relationships across the organisation to understand evolving business requirements and manage new demand through appropriate triage processes.* Work closely with Service Introduction teams and Project Managers to ensure seamless transition from project delivery into live service.* Manage and maintain the IT Service Catalogue and Service Level monitoring regime.* Produce insightful monthly service performance reports, including KPIs, trends, risks, and improvement actions.* Manage supplier performance in partnership with the IT Resources Lead, ensuring contractual commitments are met and service improvements delivered.* Identify, assess, and manage IT service risks, developing mitigation and contingency plans.* Lead the IT Continuous Improvement Practice, embedding a culture of innovation and service excellence.* Participate in the out-of-hours escalation rota, supporting incident resolution and business communications.**About You**You’ll bring a strong service mindset, thrive in a diverse and multifaceted operational environment, and be motivated by delivering excellent outcomes for customers.**You’ll have:*** Proven experience in IT service delivery within a complex, customer-focused organisation* Strong knowledge of IT Service Management frameworks, including ITIL* Experience driving service improvement through collaboration and innovation* Excellent analytical, problem-solving, and organisational skills* The confidence to engage and influence stakeholders at all levels* Experience managing suppliers, risks, and continuous improvement activities* The ability to work autonomously and perform under pressure**Ideally, you’ll also have:*** Experience working within the transport or rail industry* Degree-level education or equivalent professional experience* ITIL V4 Foundation (essential)* ITIL V4 Managing Professional (desirable)You’ll be part of an organisation undergoing exciting change, where IT plays a vital role in delivering a service millions of passengers rely on every year. This is an opportunity to make a real, visible impact — and to be proud of the service you help deliver.**Diversity & Inclusion**At CrossCountry, we believe our people should reflect the diverse communities we serve. Inclusion isn’t just part of our strategy — it’s central to our success. We’re committed to creating a workplace where everyone feels valued, respected, and supported to be their best.Click **Apply Now** to take the next step in your journey with CrossCountry Trains.Simply navigate to 'My Job Alerts' in the Jobs Hub to get started. #J-18808-Ljbffr