Senior IT Service Delivery Manager (Enterprise)

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Senior IT Service Delivery Manager (Enterprise)
Location: Reading

This role reports to MBNL’s Head of IT Delivery, and is a key role in ensuring MBNL can achieve it’s strategy to be a service-oriented organisation, address evolving customer needs and drive excellence in customer experience. MBNL’s Enterprise IT systems, infrastructure and services must provide the means to support this evolution.

Furthermore, MBNL has recently contracted a new outsourced managed service for the deployment and operation of a new enterprise suite (OSS). Under this new managed service, the IT service management function transitions to the Managed Service Partner (MSP).

Role Purpose:

This IT Service Delivery Manager (Enterprise) role has the following key purposes:

Enterprise Service Management. Proactively manage and drive the highest levels of service and value across Enterprise IT services.
This will include but not be limited to;
active management of the Enterprise MSP, and ensuring highest possible standards and alignment to contractual obligations
managing strong stakeholder relationships and ensuring timely and appropriate communications within MBNL and the Shareholder organisations
Working with MBNL and Shareholder business partners, define, agree, implement and evolve SLAs for enterprise services
Develop and drive frameworks to assess customer experience and service performance

Enterprise Service Transition. Manage E2E the introduction of new services and the evolution of existing services to meet customer needs.

Enterprise Outsourcing Management. Effective management of the outsourced MSP and contracting for new services.

Requirements to be successful in this role:

  • Proven IT service management experience, preferably within the corporate domain, working with a range of IT vendors / partners in a large complex organisation.
  • Demonstrable experience in managing outsourced partners by setting up and continuously evolving supplier contracts.
  • Excellent business and personal communication (verbal & written) and presentation skills.
  • A solid technical background and commercial awareness, so that the Service Manager can participate in both technical and commercial discussions
  • Relationship building skills and the ability to empathise with customers and their needs 
  • Can conduct meaningful discussions around how IT Services are addressing customer needs
  • Is proficient in customer management techniques: The complete sequence of activities required to manage customers’ expectations from understanding customer requirements to capturing and delivering a service
  • Well-developed problem-solving skills
  • Good relationship building and influencing skills
  • ITIL Foundation V3 or V4 qualification or equivalent experience

MBNL – building strength through inclusion

At MBNL we embrace equality, diversity and inclusion.  People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish.  By fostering an inclusive environment, we are championing each other’s uniqueness.

Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers.

We will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.


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