Service Delivery Manager

Details
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Reference number

478571

Salary

£35,663
Candidates based in Yeading/Uxbridge will receive the London Weighting allowance of £4,000
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Higher Executive Officer### Contract type

Permanent### Business area

DVSA \- Digital Operations### Type of role

Digital### Working pattern

Flexible working, Full\-time, Job share, Part\-time### Number of jobs available

1
Contents
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• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
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Location: Bristol, Swansea, Leeds, Nottingham, Newcastle, Oldham (Chadderton), Birmingham(Garretts Green) or Uxbridge.

You can be based at any of the above locations, however if your chosen location is Yeading/Uxbridge please note:

This role is advertised as being based in Uxbridge; however, the contractual base will be Yeading.

While estate works are being carried out at the Yeading site, all roles will be temporarily located in Uxbridge. Successful applicants will therefore begin their employment at the Uxbridge location.

Please be aware that all employees will be required to work from the Yeading site once it reopens in 2028\.

Employees based at Uxbridge will receive a London Weighting allowance of £4,000\. This allowance will continue when the location moves to Yeading.About the job
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Job summary

Can you deliver high\-quality IT services, build strong stakeholder relationships, and drive continual service improvement and manage service level agreements?

Do you have the skills and experience to manage service performance, resolve complex issues, and ensure excellent customer outcomes?

Have you successfully managed IT services and supplier\-delivered contracts, working collaboratively with stakeholders to drive service performance, deliver measurable improvements, and ensure effective day\-to\-day service delivery?

If so, we’d love to hear from you!

As a Service Delivery Manager, you will play a key role in ensuring the successful delivery of a portfolio of IT services that support DVSA's operational and strategic objectives. Working closely with customers, stakeholders, suppliers, and colleagues, you will drive service performance, oversee supplier and contract delivery, manage service risks and issues, and champion continual improvement to deliver value, reliability, and excellent customer outcomes.

The Service Delivery Manager works closely with Associate Service Delivery Managers, providing guidance and delegating responsibilities where appropriate. The role also engages regularly with the Head of Technical delivery and Service Management, Senior Service Delivery Managers, and DVSA business stakeholders, Service owners and other stakeholders to ensure the effective delivery and continual improvement of services.

The post holder will manage supplier performance to ensure IT services are delivered in line with agreed service levels, business requirements, and strategic priorities. They will develop effective supplier relationships, monitor service outcomes, and drive continuous improvement to maximise value for money and enhance the customer experience.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28\.97% of your salary. Read more about Civil Service Pensions here


• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday


• Flexible working options where we encourage a great work\-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Standards Agency \- Department for Transport Career

Job description

As a Service Delivery Manager, you will lead the delivery and continual improvement of IT services, ensuring they meet business needs and provide excellent customer outcomes. You will work closely with stakeholders, suppliers, and colleagues to monitor performance, manage risks, issues and escalations, and drive service improvements. Using data and customer insight, you will hold suppliers accountable, maximise value for money, and ensure services remain reliable, efficient, and aligned to strategic priorities.

Your responsibilities will include, but aren’t limited to:

• Manage a portfolio of business\-critical IT services, ensuring they meet agreed service levels, business requirements, and customer expectations.


• Analyse service performance data to identify trends, service issues, and drive continual improvements that enhance service quality, efficiency, and alignment with user and business needs.


• Build and maintain strong relationships with business stakeholders, users, suppliers, and internal teams, working collaboratively to set and manage service expectations, ensure service issues and concerns are appropriately represented.


• Identify, develop, and implement continual service improvement initiatives to enhance service quality, efficiency, and customer outcomes.


• Support the development and management of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key service management processes.


• Lead the management of service escalations, working collaboratively with stakeholders and suppliers to drive timely resolution, maintain service performance, and ensure positive customer outcomes.


• Provide leadership, coaching, and support to Associate Service Delivery Managers and colleagues, promoting continuous development and high performance.


• Develop, maintain and retire knowledge articles to ensure Service Desk analysts, Service Management, and end users have access to accurate, up\-to\-date guidance on DVSA services, processes, and procedures. Ensure knowledge content remains relevant, easy to understand, and aligned with business needs, supporting efficient issue resolution, consistent service delivery, and improved user experience.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only \- whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required experience:

To be successful in this role you will need to have the following experience:

• Experience in managing complex, multi\-vendor service environments, encompassing both internally managed and externally sourced service provisions.


• Management experience of working in a major business service organisation in either the public or private sector


• Experience with Management in an ITIL and/or Agile environment would be advantageous.

You may hold or be willing to work towards the following qualifications:

• ITIL V4/V5 foundation or above.

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

Occasional travel to other offices may be required, which may involve overnight stays.

This role is suitable for hybrid working, which is a non\-contractual arrangement where a combination of workplace and home\-based working can be accommodated subject to business requirements.

The expectation at present is that a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Please note that we do not hold a UK Visa \& Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving


• Delivering at Pace


• Managing a Quality Service

Benefits
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Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes £10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28\.97% of your salary. Read more about Civil Service Pensions here


• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).


• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.


• Access to the staff discount portal.


• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.


• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.


• 24\-hour Employee Assistance Programme providing free confidential help and advice for staff.


• Flexible wor

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