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For Companies At a Glance
- Tasks: Lead a dynamic IT team, ensuring top-notch service delivery and operational excellence.
- Company: Join UKTL, a pioneering organisation in telecoms testing and innovation.
- Benefits: Flexible working options, great work-life balance, and opportunities for professional growth.
- Why this job: Shape the future of IT while empowering teams and driving meaningful change.
- Qualifications: Experience in IT support or service delivery, strong leadership, and communication skills.
- Other info: Work in a state-of-the-art facility with cutting-edge technology and a focus on security.
The predicted salary is between 48000 - 72000 £ per year.
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.
- 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.
Requirements
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
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.
Security & Diversity
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.
About Us
UKTL is building leading edge Telecoms testing facilities to keep our telecommunications networks safe, accelerate the roll-out of new technologies, and grow our world leading telecoms sector to maintain resiliency and security. Successful candidates will join a state-of-the-art facility and be supporting the team conducting testing and research on the latest technologies and innovations in the industry. You will work alongside our infrastructure and Cybersecurity professionals to ensure that the UK’s world class Telecoms infrastructure grows in a resilient and secure manner underpinning growth in other industry sectors.
As a trusted and independent national capability, UKTL interacts with standards bodies, Academia, and Government Departments as well as Communications Service Providers and equipment vendors. The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. We are committed to diversity and inclusion and welcome applications from all qualified candidates.
IT Service Delivery Manager – Technical Operations (UKTL) employer: National Physical Laboratory (NPL)
Contact Detail:
National Physical Laboratory (NPL) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager – Technical Operations (UKTL)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that IT Service Delivery Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in leading teams and driving operational excellence. Share specific examples of how you've made a difference in previous roles.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like UKTL, and express your interest in working with them. A little initiative can go a long way in making a great impression.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in IT service delivery and asset management. This not only boosts your knowledge but also shows potential employers that you're passionate about continuous improvement and innovation.
We think you need these skills to ace IT Service Delivery Manager – Technical Operations (UKTL)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the IT Service Delivery Manager role. Highlight your leadership experience, technical expertise, and any relevant achievements that showcase your ability to drive operational excellence.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how you can contribute to our mission at UKTL. Be sure to mention specific examples of how you've led teams or driven change in previous positions.
Showcase Your Communication Skills: As a strong communicator, it's essential to demonstrate this in your application. Use clear and concise language, and make sure to articulate your thoughts well. This will give us a glimpse of how you might engage with stakeholders and lead your team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at UKTL!
How to prepare for a job interview at National Physical Laboratory (NPL)
✨Know Your Stuff
Make sure you brush up on the latest trends in IT service delivery and technical operations. Familiarise yourself with UKTL's mission and how your experience aligns with their goals. Being able to discuss specific examples of your past leadership experiences will show that you're the right fit for steering a high-performing team.
✨Showcase Your People Skills
As an IT Service Delivery Manager, you'll need to inspire and develop your team. Prepare to share stories about how you've successfully mentored others or built strong relationships with stakeholders. Highlighting your ability to communicate effectively and drive cross-functional progress will set you apart.
✨Emphasise Continuous Improvement
UKTL values operational excellence and a culture of continuous improvement. Be ready to discuss how you've implemented changes in previous roles that led to better service delivery or compliance. Show them that you're not just about maintaining the status quo but are eager to innovate and enhance processes.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complex situations. Think of scenarios where you've had to manage risk or ensure compliance with governance requirements. Practising these responses will help you demonstrate your capability to navigate the challenges of the role.
