Job type
ContractLocation
WakefieldWorking Pattern
Full-timeSpecialism
Projects & Change ManagementIndustry
Government & Public ServicesPay
£275.91 - £361.51 per day Band 8a NHSClosing date
27 Nov 2025
A contract opening for a Service Delivery Manager / Service Manager for a Public Sector client
Service Delivery Manager / Service Manager
Location: Wakefield (Hybrid: 2 days on site)
Duration: 12 weeks initially
Rate: NHS/AFC Band 8a: £275.91 - £361.51 per day
IR35: In scope
Role Purpose
As the Service Delivery Manager, you will provide short-term leadership to embed robust IT service management practices across the Digital function. You will work closely with the internal IT teams to implement and mature ITIL-aligned processes, coach existing staff, and drive a culture of continuous improvement in service delivery.
This role will ensure the Trust’s technology services are stable, customer-focused, and aligned with ITIL best practice, while developing internal capability for long-term sustainability.
- Assess the current state of service management processes and identify areas for improvement.
- Design and begin implementation of core ITIL processes (Problem and Knowledge Management as a priority)
- Review SLAs and performance metrics and recommend improvements.
- Coach and mentor existing staff to adopt ITIL principles and develop process ownership.
- Drive collaboration between technical teams, service desk, and business users to improve service quality and communication.
- Create and document fit-for-purpose procedures, workflows, and reporting mechanisms.
- Support the transition to a culture of proactive service improvement and customer focus.
- Provide regular progress updates to the CDIO and ICT Management team.
Essential Skills and Experience
- Proven experience as a Service Delivery Manager or similar leadership role.
- Strong knowledge and practical experience of ITIL frameworks .
- Demonstrable track record of implementing and maturing IT service management processes.
- Experience in coaching and developing internal teams to build capability and ownership.
- Excellent communication skills — able to build trust and influence across technical and non-technical audiences.
- Proactive, improvement-focused mindset with the ability to deliver change at pace.
- Experience in an NHS or other public-sector organisation (desirable).
- Review of current service management maturity and produce achievable plan for 12 week period.
- Implementation or enhancement of key ITIL processes and documentation.
- Knowledge transfer and coaching plan for the internal team.
- Agreed service performance reporting and improvement framework.
SERVICE DELIVERY, SERVICE, ITIL, COMMUNICATION, PUBLIC SECTOR, GOVERNMENT
