Arri v a is a lea d i n g Eu r op e an p a s s e n g e r tr ansp ort p art n e r, o p e rati n g in 11 co un tries a cro s s th e U K an d E u r op e. T h e c o m p a n y e m p lo y s a r oun d 35, 000 p e o p l e, d e li v e ri n g mo r e th an 1.5 b illion p a s s e n g e r j ou r n e y s c onn e cti n g p e o p le an d c o mm un ities s a f e l y, r e lia b ly a n d s u s t a i n a b l y. We h a v e s tr on g r o ots d a t i n g b ack t o 1938, an a m b iti ou s g r o w th an d s u s t a i n a b ility a g e n d a, an d a co n ti nu o us ly d e v e lo p i n g relati onsh ip with I S qu ar e d Ca p i t al – a glo b al i n f ra s tr u ct u re i nv e s tm e n t f un d ma n ager - wh o a c qu ir e d Ar r i v 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 t r at e gi c & O p e r atio n al De l i v e r y • Lead e nd - t o -e n d s e r v ice m a n age m e n t d e li v e ry a cro s s ass i g n e d d o m ai ns, e nsu ri n g alig n me n t w ith bus i n e s s ob je c ti v e s. • D ef i n e, n e go t ia t e, an d mo n it o r SLAs an d O LAs t o e n s u re s e r v ice qu ali t y an d complia n c e. • Dri v e Ser v i c e I m p r ove me n t P r ograms (SIP s ) an d Ret u rn t o E xc e l l e n ce (Rt E ) i n iti a ti v e s. • A n al ys e s e r v ice p e r f orma n c e d a t a a n d c u s t o me r f e e db ack t o i d e n tify i m p r ov e m e n t o pp ort un itie s. Go v e rn a nc e & Sta k e ho l d e r E n g a g e m e n t • Act as a k e y p oi n t of c on t a ct f or IT s e r v ice g ov e r n a n ce an d e s cal a ti on. • Colla b orate w i th i n ter n al a n d exter n al s t a ke h ol d e rs t o e ns u re s e am l e s s s e r v ice d e li v e r y. • Mai n t a in s tr on g relati onsh i p s w ith r e l e v a n t supp li e r s, e nsu r i n g c o m p lia n ce an d p e r f orma n c e a gai ns t KPI s. • I n f l u e n ce c on tr a ct te r m s an d ma n age re n ew als t o s upp ort s tr a teg i c g o al s. • Mai n t a in s tr on g i n ter n al a n d e xt e r n al p art n e r sh i p s t o su p p ort s e r v ice exc e ll e n c e. I nc i d e n t & R i sk M a n a g e m e n t • O v e r s e e critical i n c i d e n t r e s o l u ti o n in c o lla b orati o n with t h e Ma j or I n cide n t Ma n ager. • Pr o m ote a z e r o - o u t a g e c u lt u re an d p r o ac t i v e ri s k m itiga t io n. • Ensu re s e r v ice ri s ks a re i d e n t i f i e d, ass e ss e d, an d e ffe c t i v e ly ma n aged. • Ensu re p r o ac t i v e i n cide n t r es ol u ti o n an d s e aml e s s c o or d i n a t ion a cro s s s e r v ice f un ctio n s, i n clu d i n g Pr odu ct a n d Pla t f orm & Op e rati on s t e am s. C on tin u ou s I m p ro v e m e n t & I nno v ation • Su pp ort L E A N, a u t o m a t io n, a n d Agile i n iti a ti v e s t o e nh a n ce s e r v ice e f f ic i e n c y. • Ensu re th e I T s e r v ice c a t a log u e is a ccur a te an d u p t o d a t e. • Ch a m p ion b e s t p ractic e s in I T IL a n d s e r v ice ma n age m e n t. Knowledge, skills & experience: • I T IL Fo und a t ion certi f icati o n ( p r efe r r e d ). • Pr ov e n ex p e ri e n c e in I T s e r v i c e d e li v e ry an d p e r f orma n c e m a n age me n t. • Str on g an al y tical, n e go t ia t io n, an d c o mm un icati o n s kill s. • A b ility t o lead in fast paced e nv iro n me n ts an d ma n age c o m p l e x s t a ke h ol d e r r e la t io nsh i ps. • E x p e ri e n ce w or k i n g a cro s s d i ve r s e I T fu n ctio n s (e. g ., H R, Fi n a n c e, Op e rati ons ). • Co m me rcial a w ar e n e s s an d ab ility t o infl u e n ce and shape s upp li e r co n tr a ct s. • SLA management. St a ke h ol d e r r e la t io nsh i p s: • Colla b orate w i th other IT functions. T h is j o b d e s cri p ti o n s e ts o u t t h e m ain du ties a n d r e sp o n s i b ilities of t h e j o b - h ol d e r. It d o e s n ot co ns ti tu te an e x h a u s ti v e or compr e h e ns i v e d e s cri p ti o n of du ties a n d t h e j o b h ol d e r w ill b e r e qu ir e d to carry o u t a n y a dd iti on al t a s ks as a n d w h e n r e qu e s ted to d o s o b y t h e ir m a n ager. R e sp o ns i b ilities a n d du ties m ay al s o c h a n ge in lig h t of f u t u re bus i n es s n ee d s a n d p e r s o n a l d e v e lo p me n t. The closing date for applications is Friday 14th November 2025. Arriva Group reserves the right to close this vacancy early.