IT Service Delivery Manager – Technical Operations (UKTL) in Birmingham

Are you a forward‑thinking technical leader who thrives on building high‑performing teams, driving operational excellence, and shaping the future of IT environments? UKTL is looking for a passionate and people‑centric IT Service Delivery Manager to play a pivotal role in our Technical Operations function. In this role, you’ll steer the IT team, guide our strategy, and ensure our lab and service environments remain world‑class. You’ll also take ownership of our Asset Management function—ensuring software and hardware compliance, minimising risk, and enabling effective service delivery across the organisation. If you’re excited by the idea of steering meaningful change, empowering teams, and elevating technical capability across an impactful national organisation, we’d love to hear from you.

What you’ll be doing

• Leadership that Inspires
  • Lead and develop a motivated, customer‑focused IT team—including the growth and mentoring of apprentices, advocate UKTL’s mission and strategic goals, ensuring your team and stakeholders are engaged, aligned, and energised.
  • Drive the evolution of a 21st‑century IT capability, ensuring access to robust, secure, and reliable technical environments that underpin world‑class research.
• Operational Excellence & Governance
  • Ensure full compliance with internal and external governance requirements—including software licensing, asset management, security, quality and risk management.
  • Build a culture of continuous improvement, ensuring efficient and effective delivery across all technical operations.
  • Allocate resources effectively to meet SLAs, delivering service excellence in line with cost, quality, and time expectations.
• Shaping External Relationships
  • Build and maintain strong relationships with customers, partners, and stakeholders to support UKTL’s mission and reputation.
  • Identify and learn from organisations with cutting‑edge practices, using these insights to strengthen UKTL’s technical operations.
  • Lead the development of our Asset Management function, working closely with vendors to ensure full compliance and reduced risk exposure.
  • Collaborate with leadership colleagues to ensure seamless cross‑functional working and consistent service delivery.
• Driving Change
  • Act as a visible, proactive change agent—communicating clearly, owning outcomes, and focusing on benefits realisation.
  • Focusing the team on building a supportive telecoms environment for security lab and research purposes.
  • Serve as the primary contact for the creation and management of JIRA service tickets and engage in triage and stand‑up sessions to drive progress.

Successful Applicants must be able to commute to the UKTL offices in Birmingham at least twice a week. We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.

About You

Who we’re looking for

You’ll Thrive In This Role If You Are:

• A confident technical leader with experience in IT support or service delivery teams.
• Comfortable navigating complex technical landscapes and governance frameworks.
• A strong communicator who can build trust, influence at all levels, and drive cross‑functional progress.
• Passionate about developing people‑centred, high‑performing teams, with the capability to steer a blended group of twelve employees and contractors.
• Excited by innovation, continuous improvement, and shaping strategic direction.

If this sounds like you, we’d love to hear from you. Let’s build something secure together.

We actively recruit citizens of all backgrounds, but the nature of our work in this specific area means that nationality, residency and security requirements are more tightly defined than others. To work in this role, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

Proud member of the Disability Confident employer scheme.

Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.