At a Glance
- Tasks: Lead service delivery and ensure high standards across IT services.
- Company: Join Examworks Group, a forward-thinking organisation prioritising IT success.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement potential.
- Why this job: Shape service delivery and drive impactful improvements for thousands of users.
- Qualifications: Experience in service delivery and strong stakeholder management skills.
The predicted salary is between 36000 - 60000 £ per year.
Location: UK (Hybrid)
Company: Examworks Group
Salary: Competitive + Benefits
About the Role
We are 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 will 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 will 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 will 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.
Service Delivery Lead in Bolton employer: ExamWorks Group
ExamWorks Group is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a focus on enhancing NHS services in East Anglia, our team enjoys the flexibility of remote work combined with the opportunity to make a meaningful impact in healthcare operations. We provide comprehensive support, competitive benefits, and a collaborative environment that empowers our employees to excel in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Lead in Bolton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Lead role.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want you to be able to speak confidently about how your skills align with their needs, especially in service performance and stakeholder management.
✨Tip Number 3
Practice your storytelling! Be ready to share specific examples of how you've tackled complex service challenges in the past. We love hearing about real experiences that showcase your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We believe that showing appreciation reflects your professionalism and enthusiasm for the role.
We think you need these skills to ace Service Delivery Lead in Bolton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Delivery Lead role. Highlight your experience with ITIL, service management, and stakeholder engagement. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about service delivery and how you can elevate user experience. Be sure to mention specific examples of your past successes.
Showcase Your Analytical Skills:Since this role involves a lot of reporting and analysis, make sure to highlight your analytical skills in your application. Share any relevant experiences where you’ve used data to drive improvements or solve complex issues.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at ExamWorks Group
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL and service management principles. Be ready to discuss how you've applied these in previous roles, especially in managing complex service issues and supplier performance.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've built strong relationships with senior stakeholders. Think about specific challenges you've faced and how you translated technical issues into clear, actionable insights for them.
✨Demonstrate Your Analytical Prowess
Be ready to talk about your experience with service reporting and continuous improvement initiatives. Highlight any trends you've analysed and the impact of your findings on service delivery.
✨Exude Calm Under Pressure
Since this role involves leading major incident responses, think of instances where you've remained calm and professional under pressure. Share how you managed communication and resolution during those times.
