IT Service Delivery Manager

IT Service Delivery Manager page is loaded IT Service Delivery Managerlocations: XC Birmingham Head Officetime type: Full timeposted on: Posted Todaytime left to apply: End Date: January 20, 2026 (12 days left to apply)job requisition id: JR031524 IT Service Delivery Manager Location: Birmingham / Hybrid Network-wide collaboration Closing Date: 20th January 2026 Salary: Up to £57K dependant on experienceAt CrossCountry, our timetable sits at the heart of everything we do - connecting communities across the length and breadth of the UK. Delivering this complex, nationwide service relies on resilient, high-performing Digital and IT services, especially at a time of industry transformation and major investment.We're proud of the service we provide to our passengers, and we're now looking for an IT Service Delivery Manager to play a critical role in ensuring our Digital and IT services are reliable, efficient, and continually improving. The Role As IT Service Delivery Manager, you'll oversee the end-to-end delivery and support of operational IT services across CrossCountry Trains. You'll be responsible for service performance, operational excellence, and continuous improvement - ensuring IT services evolve in line with changing business and customer needs.This is a highly visible role, working closely with business stakeholders, IT colleagues, suppliers, and project teams to keep our services running smoothly and our passengers moving. Key Responsibilities You will: Provide assurance to the business on the quality and performance of operational IT services, ensuring incidents, changes, and demand are managed effectively through established governance. Support and, where required, lead Major Incident management, ensuring clear communication, stakeholder engagement, and understanding of business impact. Investigate recurring issues, agree mitigation actions, and drive long-term solutions with IT and business stakeholders. Build strong relationships across the organisation to understand evolving business requirements and manage new demand through appropriate triage processes. Work closely with Service Introduction teams and Project Managers to ensure seamless transition from project delivery into live service. Manage and maintain the IT Service Catalogue and Service Level monitoring regime. Produce insightful monthly service performance reports, including KPIs, trends, risks, and improvement actions. Manage supplier performance in partnership with the IT Resources Lead, ensuring contractual commitments are met and service improvements delivered. Identify, assess, and manage IT service risks, developing mitigation and contingency plans. Lead the IT Continuous Improvement Practice, embedding a culture of innovation and service excellence. Participate in the out-of-hours escalation rota, supporting incident resolution and business communications. About You You'll bring a strong service mindset, thrive in a diverse and multifaceted operational environment, and be motivated by delivering excellent outcomes for customers. You'll have: Proven experience in IT service delivery within a complex, customer-focused organisation Strong knowledge of IT Service Management frameworks, including ITIL Experience driving service improvement through collaboration and innovation Excellent analytical, problem-solving, and organisational skills The confidence to engage and influence stakeholders at all levels Experience managing suppliers, risks, and continuous improvement activities The ability to work autonomously and perform under pressure Ideally, you'll also have: Experience working within the transport or rail industry Degree-level education or equivalent professional experience ITIL V4 Foundation (essential) ITIL V4 Managing Professional (desirable)You'll be part of an organisation undergoing exciting change, where IT plays a vital role in delivering a service millions of passengers rely on every year. This is an opportunity to make a real, visible impact - and to be proud of the service you help deliver. Diversity & Inclusion At CrossCountry, we believe our people should reflect the diverse communities we serve. Inclusion isn't just part of our strategy - it's central to our success. We're committed to creating a workplace where everyone feels valued, respected, and supported to be their best.Click Apply Now to take the next step in your journey with CrossCountry Trains.Simply navigate to 'My Job Alerts' in the Jobs Hub to get started.