Service Delivery Lead
Location: UK (Hybrid) Company: Examworks Group Salary: Competitive + Benefits
About the Role
We’re looking for a highly capable Service Delivery Lead to join the Examworks Group and play a pivotal role in ensuring our IT services are delivered to consistently high standards. Acting as the key bridge between IT and our operational business units, you’ll champion service performance, drive supplier accountability, and elevate the user experience across the organisation. This is a senior, influential role focused on governance, performance, and stakeholder engagement, not day to day operational management. You’ll work collaboratively with Service Desk, Infrastructure, Applications, Data, and Engineering teams to ensure services run smoothly and continuously improve. If you thrive on building strong relationships, solving complex service challenges, and driving meaningful change, this role offers the perfect platform.
What You’ll Be Doing
Service Performance & Governance
- Lead service performance management and ensure alignment with business expectations.
- Monitor KPIs, SLAs, incident/problem trends, and service effectiveness across all IT domains.
- Run service review meetings with IT leaders and suppliers, ensuring accountability and follow through.
- Drive root cause analysis and embed sustainable improvements.
- Maintain governance frameworks, reporting standards, escalation paths, and service documentation.
- Oversee service transition for new solutions and projects.
- Lead major incident response, ensuring structured communication and timely resolution.
- Conduct post?incident reviews and ensure lessons learned are embedded.
Supplier & Contract Oversight
- Lead vendor service reviews and ensure SLA adherence.
- Act as the business advocate to suppliers, escalating systemic issues.
- Ensure commercial and contractual obligations are monitored and actioned.
- Work with procurement and contract managers to evaluate performance and drive value.
Business Engagement & Stakeholder Management
- Serve as the primary business?facing contact for service delivery across Examworks Group (Premex, 3D, Enable Therapy, UKIM, PUHG, EWIS).
- Build strong relationships with senior leaders to understand challenges and expectations.
- Translate technical performance into clear, outcome focused communication.
- Provide regular updates, insights, and recommendations to maintain confidence in IT services.
- Engage with users to understand their experience and feed into improvement plans.
Reporting, Insight & Continuous Improvement
- Own the end to end service reporting framework.
- Analyse trends across incidents, requests, changes, and platform health.
- Drive a culture of continual service improvement across IT and suppliers.
- Ensure lessons learned influence future service design and operational standards.
Risk, Compliance & Standards
- Ensure IT services meet regulatory and compliance obligations (GDPR, ISO27001, SOX, CE+, PCIDSS).
- Support governance around change, incident, and problem management.
- Maintain accurate service documentation and operating procedures.
- Identify and escalate service related risks.
Practice Leadership & Collaboration
- Provide thought leadership across the Service Delivery practice.
- Identify capability gaps and support the development of service management skills.
- Promote cross?team collaboration and a customer?centric culture.
Leadership & Influence (without line management)
- Influence operational teams to maintain high service standards.
- Mentor colleagues in service management best practice.
- Represent IT in business forums and deputise for IT leadership when required.
What You’ll Bring
Knowledge & Experience
- Strong understanding of ITIL and service management principles.
- Experience in service delivery, vendor management, or business facing IT roles.
- Proven ability to manage complex service issues and supplier performance.
- Experience working with senior stakeholders across multiple business units.
- Strong track record in service reporting, reviews, and improvement initiatives.
- Comfortable working in a matrix environment without direct operational control.
Skills & Abilities
- ITIL certification or equivalent experience.
- Strong analytical and reporting skills.
- Excellent stakeholder and supplier management capability.
- Ability to translate technical issues into clear, actionable insights.
- Highly organised with strong prioritisation skills.
- Calm, resilient, and professional under pressure.
Personal Qualities
- Strong communicator with the ability to influence at senior levels.
- Customer first mindset and a natural relationship builder.
- Positive role model for collaboration, accountability, and continuous improvement.
Why Join Us?
You’ll be joining a forward?thinking organisation where IT is central to business success. This role offers the opportunity to shape service delivery across multiple brands, influence senior stakeholders, and drive meaningful improvements that impact thousands of users.
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