Service Delivery Lead

Purpose: The Lead Service Delivery Manager is accountable for the end-to-end delivery and performance of a portfolio of IT services, ensuring they meet business expectations, contractual commitments, and strategic outcomes. Operating without direct line management responsibility, this role takes full ownership of service performance across multiple internal teams and third-party suppliers, acting as the single point of accountability between the business and IT. The role requires strong leadership through influence, the ability to operate with autonomy, and confidence in navigating ambiguity while driving service maturity, consistency, and continuous improvement., At Unum, we're looking for an experienced Service Delivery Lead to take ownership of a portfolio of business-critical IT services. This is an opportunity to play a key role in shaping service excellence across the organisation, managing strategic supplier relationships, driving continuous improvement, and ensuring our services deliver real value to our customers and colleagues. You'll work closely with senior stakeholders, lead service improvements across complex environments, and influence outcomes across internal teams and external partners. If you're passionate about service management, commercial performance, and building trusted relationships, we'd love to hear from you. What you'll be doing As a Service Delivery Lead, you'll:

• Own the performance, stability, and continuous improvement of multiple IT services.
• Act as the primary escalation point for service issues and major incidents.
• Build strong partnerships with business stakeholders, aligning services to strategic priorities.
• Lead relationships with third-party suppliers, managing performance, contracts, renewals, and service reviews.
• Identify opportunities to optimise costs while enhancing service quality and customer experience.
• Drive service maturity, championing ITIL best practices and continual improvement initiatives.
• Manage service risks, resilience planning, and regulatory requirements across your service portfolio.
• Provide clear service reporting and insights to senior leadership teams.
  
  We're seeking a confident and commercially minded service leader who can operate effectively in complex environments and influence stakeholders at all levels.
You'll ideally have:
• Significant experience in IT Service Delivery or Service Management roles.
• Strong supplier and contract management expertise.
• Experience managing complex, multi-supplier service models.
• A solid understanding of ITIL principles and service management frameworks.
• Commercial awareness, including budget management and cost optimisation.
• Experience managing service risk, business continuity, and operational resilience.
• Exceptional stakeholder engagement and communication skills.
• The ability to drive change, challenge the status quo, and influence senior decision-makers.
• A proactive, solutions-focused mindset with a passion for service excellence.
• ITIL certification and/or relevant technical experience.
  
  We're a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we're on a collective mission to help the working world thrive., Unum UK
  
  At Unum, you'll be part of a collaborative and supportive environment where you'll have the opportunity to learn from experienced marketers, develop sought-after digital marketing skills, and contribute to meaningful work that supports our business growth.
In return, you'll benefit from:
• Competitive salary and generous bonus scheme
• Healthcare Cash Plan (Level 1 funded)
• Defined Contribution pension scheme
• Life assurance, private medical and income protection insurance
• Access to a remote GP, nutrition coaching, personal training, unlimited mental health support and medical second opinions
• 27 days annual leave, plus bank holidays, with the option to buy or sell up to 5 additional days
• Electric vehicle salary sacrifice scheme with on-site charging facilities
• Free shuttle bus from Dorking train station
• A supportive culture focused on wellbeing, development and career growth