Senior IT Service Delivery Manager
Contract
Reading - Hybrid
Assure service excellence. Enable secure, reliable enterprise IT services.
The Senior IT Service Delivery Manager is responsible for ensuring the consistent, high‑quality delivery of MBNL’s enterprise IT services through strategic outsourced partners. Operating at the intersection of business priorities, technology strategy, and supplier delivery, you’ll hold Managed Service Partners to account for performance, security, and customer experience.
This is a senior service leadership role requiring strong operational grip and commercial awareness. You’ll own service governance, performance insight, and escalation—while enabling the evolution of enterprise services to meet changing business and shareholder needs.
Why this role matters:
Enterprise IT services underpin MBNL’s ability to operate, collaborate, and deliver for shareholders. This role ensures those services are stable, secure, and continually improving—while extracting maximum value from outsourced partners.
By embedding robust service management, clear accountability, and disciplined governance, you’ll protect live services today while enabling future transformation. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.
What you’ll be here to do:
You’ll lead enterprise IT service delivery, ensuring MBNL has the frameworks, partnerships, and insight needed to operate and evolve its services effectively. You’ll:
• Hold Managed Service Partners to account for contracted service performance and outcomes
• Define, manage, and continuously evolve SLAs and service performance frameworks
• Provide clear service insight, risk visibility, and escalation when performance is at risk
• Act as the operational custodian for live enterprise services
• Ensure enterprise services align with MBNL’s IT strategy and business priorities
• Work closely with Information Security to ensure services are secure, resilient, and compliant
• Take end‑to‑end accountability for introducing new enterprise services into live operation
• Manage service improvement plans and support cost‑effective service delivery
• Lead supplier governance and support contract renewal and optimisation activities
Key challenges you’ll tackle:
• Maintaining high service performance while evolving outsourced enterprise contracts.
• Delivering excellent customer experience across internal and external stakeholders.
• Balancing service quality with cost efficiency targets.
• Introducing new services without degrading live service performance.
• Supporting organisational change, including outsourcing and service evolution.
• Driving delivery of Service Improvement Plans to agreed timelines and outcomes.
• Managing complex supplier and stakeholder dependencies without direct line control.
Who we’re looking for:
You’re a confident service leader with strong supplier management experience and the ability to influence across complex stakeholder environments. You bring operational discipline, customer focus, and a drive for continuous improvement. You’ll have:
• Proven enterprise IT service management experience
• Strong experience managing outsourced service providers
• Excellent stakeholder and supplier management skills
• A solid technical foundation and commercial awareness
• ITIL Foundation (v3 or v4) or equivalent experience
If you also have the following, we’re especially interested in talking to you:
• Degree‑level education or equivalent professional experience.
• Advanced ITIL or service management qualifications.
• Experience leading large teams or complex service programmes.
• OSS and network management tooling experience within mobile telecommunications.