We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the Station team make a crucial contribution to this.
Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
About the Role
We’re looking for an experienced and driven IT Service Delivery Manager to lead our Service Delivery function and ensure our people have the reliable, secure and effective technology they need to do their jobs.
As part of the IT Senior Management Team, you’ll lead a team of Service Delivery Support Engineers delivering high-quality 1st and 2nd line IT support across the business. You’ll combine strategic thinking with hands-on leadership, driving service improvement while ensuring day-to-day IT services remain responsive, efficient and customer-focused.
This is a key role in shaping our Service Delivery strategy, improving the end-user experience and ensuring our technology environment remains secure, compliant and fit for the future.
Key Responsibilities
- Lead, develop and motivate the Service Delivery team, setting clear objectives and driving high standards of performance and customer service.
- Develop and deliver the IT Service Delivery strategy and roadmap, aligned with wider business and IT objectives.
- Own Incident, Request, Change and Problem Management processes, ensuring agreed SLAs and service standards are consistently achieved.
- Oversee the lifecycle of end-user technology, including PCs, laptops, mobile devices, software and associated suppliers.
- Drive continuous service improvement, identifying opportunities to enhance systems, processes and the end-user experience.
- Manage Service Delivery budgets, suppliers and external technical support relationships.
- Provide clear reporting and insight to senior IT leadership through regular service dashboards and performance updates.
- Work closely with Information Security to ensure the end-user environment remains secure, compliant and aligned with relevant standards.
- Support major IT projects and digital transformation initiatives, including system implementations, upgrades and end-user technology change.
- Act as the senior technical escalation point for the Service Delivery team, including participation in out-of-hours escalation.
About You
You’ll be an experienced IT Service Management professional and people leader with a strong technical background and a genuine passion for delivering excellent service and continuous improvement.
You’ll ideally have:
- Proven experience managing an IT Service Delivery/Service Desk function within a complex organisation.
- Strong leadership, communication and stakeholder management skills.
- ITIL experience/qualification, with a good understanding of IT service management best practice.
- Experience delivering significant IT change and digital transformation across a large user environment.
- Strong knowledge of Microsoft technologies, end-user computing and Service Desk platforms, with an understanding of VMware, Citrix and MDM technologies.
- Awareness of ISO 27001/27701, GDPR, information security and compliance requirements.
- Experience managing budgets, suppliers and business cases.
- A strategic, innovative mindset with an interest in cloud, SaaS and digital-first technology solutions.
- The ability to move confidently between strategic planning and operational delivery.
- Experience within the railway, transport or a similarly complex operational environment would be advantageous.
Why Join Us?
This is an exciting opportunity to play a key role in shaping the future of IT Service Delivery, leading a talented team and delivering technology improvements that directly support our people and wider business.
If you’re a customer-focused IT leader who enjoys making a difference, improving services and delivering meaningful change, we’d love to hear from you.
Frontline Support Requirement If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.
At
EMR we want to proactively embrace diversity across our workforce and recognise
that we are under-represented in terms of females and ethnic minority groups.
We’re therefore taking positive steps to promote a positive and inclusive
culture; we welcome applications from those that identify with these groups to
better represent our communities.