Salary: £18,000 - 24,000 per year Requirements: Strong people leadership with experience coaching, mentoring and driving high performance Ability to build trust and influence senior stakeholders and technical teams Experience managing teams through change and fostering continuous improvement Deep understanding of ITIL frameworks and Service Management disciplines (Incident, Problem, Change, SACM etc) Good working knowledge of IT operations, cloud services, infrastructure, networking and applications Ability to interpret technical detail and communicate it in a business-focused way Understanding of how IT services underpin operational performance and regulatory compliance in utility or similarly regulated industries Ability to balance cost, risk and service quality Proven experience leading IT Service Delivery teams in a 24/7 or operationally critical environment Strong supplier and third-party contract management experience Experience within a regulated or complex industry (utility sector preferred) ITIL Foundation (v3 or v4) Experience working with ServiceNow ITSM/CSM Responsibilities: Lead, coach, and develop a team of Service Delivery Managers, fostering a culture of ownership, accountability, and continuous improvement Set objectives, monitor performance, and support professional development Manage major incidents, P1 and P2 events through to restoration and root-cause resolution Act as an escalation point and participate in a 24/7 out-of-hours rota Provide timely, clear communications to impacted users Own service performance metrics including SLAs, OLAs and KPIs Produce accurate MI reports to demonstrate service performance and trends Communicate risks, incidents, and improvements effectively to stakeholders Build strong, collaborative relationships across engineering, operational, digital, and business teams Run regular service reviews with internal teams and suppliers Represent Service Delivery in governance meetings, operational reviews, and leadership forums Lead service reviews with suppliers to ensure contractual compliance Provide performance feedback to the Commercial team Drive supplier improvements and escalate service issues impacting stability or resilience Lead the development and optimisation of ITIL-aligned processes (Incident, Problem, Change, Release, Request) Deliver continual service improvement initiatives that enhance stability, reduce risk, and improve user experience Ensure service governance aligns with regulatory expectations within the water sector, including operational resilience and cybersecurity Identify and manage risks related to service delivery and critical national infrastructure Promote best practice in business continuity, disaster recovery, and asset integrity Technologies: Cloud Support ITIL ITSM ServiceNow More: We are recruiting an experienced Lead IT Service Delivery Manager on behalf of our leading utilities client based in Worthing, West Sussex. This role is an initial 6-month contract with a day rate of £600-£800 per day (Inside IR35). Our team is dedicated to ensuring the delivery, performance, and continual improvement of IT services across a complex, regulated organisation. We believe in fostering a culture of growth and providing support for our employees while they safeguard essential services that support water quality, environmental compliance, and customer operations. last updated 16 week of 2026