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# IT Service Delivery Manager

- **Company:** Bupa
- **Location:** Bristol, UK
- **Contract:** Permanent contract
- **Skills:** Live Connect (Windows), Servicenow
- **Published:** May 14, 2026
- **Apply:** https://careers.bupadentalcare.co.uk/jobs/vacancy/it-service-delivery-manager-37373/37222/description/

## About the Role

+ Experience in a Service Delivery / Service Management role
 + Strong understanding of IT service management and governance
 + Experience managing suppliers and service performance (SLAs/KPIs)
 + Strong stakeholder management and communication skills
 + Ability to balance operational delivery with continual improvement
 + Experience in complex, multi-site or regulated environments
 + ITIL Foundation
Desirable

 + Advanced ITIL (MP or SL)
 + Strong technical understanding
 + ServiceNow experience
 + Exposure to healthcare or regulated sectors
 + Experience with large-scale service transitions
 + Knowledge of automation, self-service and service optimisation

## Description

Responsible for the successful embedding, performance and stability of IT services across clinical and corporate locations. Working with technology, operational and clinical teams to ensure services are delivered reliably, supported effectively and transitioned smoothly into BAU.
This role focuses on establishing clear standards, support models and ways of working to enable change adoption while protecting service stability, patient safety and compliance., Service Ownership & Delivery

 + Own assigned live services end-to-end, ensuring performance, availability and user experience
 + Manage SLAs/KPIs and drive corrective action where needed
 + Lead transition of new/changed services into BAU, ensuring readiness and clear support models
 + Work with change, product and technical teams to manage service impacts
 + Monitor service performance, identifying risks and improvement opportunities
 + Manage third-party vendors against SLAs and obligations
 + Ensure clear knowledge, support processes and escalation paths
 + Support use of automation, self-service and standardisation
Continual Service Improvement

 + Drive improvement plans using service data and feedback
 + Address recurring incidents and root causes with support teams
 + Ensure improvements are delivered and embedded into BAU
 + Track and measure effectiveness of improvements
Process, Risk & Compliance

 + Ensure services align to ITIL best practice (incident, problem, change, etc.)
 + Support audit, risk and compliance in a regulated environment
 + Identify and manage service risks (resilience, capacity, suppliers)
 + Contribute to service standards, processes and reporting
 + Maintain accurate service documentation


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