Service Delivery Manager

Cygnet Birmingham, England, United Kingdom Helping others improve and turn their lives around – there’s no better feeling. It’s what we do for thousands of people at more than 150 sites across the UK. Be a part of it. Cygnet was established in 1988. Since then we have developed a wide range of health and social care services for young people and adults with mental health needs, acquired brain injuries, eating disorders, autism and learning disabilities within the UK. Job Purpose As an experienced Service Delivery Manager you will work within our Digital Services Team leading our service delivery teams. This role is critical in ensuring the effective delivery, performance, and continuous improvement of digital services that support patient care, clinical operations, and business functions. You will be responsible for managing digital service operations, this includes managing our field engineers and service desk staff. You will ensure we maintain high availability, whilst driving service excellence through ITIL‑based service management practices. Working closely with internal teams, external suppliers, and key stakeholders, you will ensure services are aligned with business needs and deliver measurable value to healthcare professionals, service users and our wider business support functions. You will develop close working relationships with all members of the Digital Service Team and the business as large. This role is office based Monday – Friday. Key Responsibilities Service Delivery & Management Ensure the delivery of high-quality digital services that support the organisation’s objectives. Implement and manage the company’s ITSM. Implement ITIL based service management practices across the Digital Services Team. Manage service performance, ensuring SLAs, KPIs, and compliance requirements are met. Improve and manage the Change Advisory Board (CAB) on behalf of the Digital Services Team. Oversee incident, problem and change management processes to minimise disruption to Digital Services. Involvement in major incident response efforts, conducting post‑incident reviews and driving continuous improvement initiatives. Act as the main point of contact for escalations and major incidents, ensuring timely resolution and communication; capable of resolving complex technical problems. Ensure the smooth day to day operation of digital services, proactively identifying and addressing potential service disruptions. Maintain comprehensive service documentation, including standard operating procedures, FAQs and training materials. Stakeholder & Supplier Management Work closely with clinical, operational, and IT teams to understand service requirements and priorities. Manage relationships with third‑party suppliers, ensuring contractual obligations and service levels are met. Communicate service performance, improvements, and risks to senior stakeholders. Collaborate with clinicians, administrators, and other stakeholders to improve user experience and adoption of digital services. Continuous Improvement & Digital Transformation Identify opportunities for service enhancements and operational efficiencies. Support the development and implementation of new digital initiatives and technologies. Drive a culture of proactive service management, monitoring, and automation. Monitor and report on service performance, providing data‑driven insights and recommendations for improvements. Assess and plan for future service capacity needs, ensuring scalability and resilience of Digital Services. Collaborate with the PMO to ensure smooth handover of projects to BAU, ensuring minimal disruption and effective support and risk management. Governance, Compliance & Security Ensure digital services comply with NHS Digital, Data Protection (UK GDPR), and Cyber Security regulations. Contribute to audits, risk assessments, and business continuity planning. Promote best practices in ITIL service management and governance. Benefits Competitive Salary: Up to £65,000 pa DOE. Opportunities for further learning with our excellent apprenticeship scheme. Expert supervision and support. Employee referral scheme. Health Cash plan. Enhanced maternity pay: 8 weeks full Pay, 18 weeks half Pay (Inclusive of SMP) following 13 weeks SMP. 24‑hour free GP support line. Free life assurance cover. Free eye tests. Car lease discounts. Discounted gym membership. Free mortgage broker and insurance cover. Pension scheme. Employee NHS discount savings and “Cycle to Work” scheme. Smart Health Toolkit – Fitness programmes, nutrition consultation and health checks. Due to limits on sponsorship allocations, we are not currently able to offer sponsorship to new candidates for this role. This remains under review. We reserve the right to close this vacancy early if we receive sufficient applications for the role. If you are interested, please submit your application as early as possible. Ready to make a positive change? Please click on the “apply now” link below. #J-18808-Ljbffr