Organisation UKRI
Organisation Detail UK Research and Innovation - Corporate Hub
Reference Number IRC255149
Location Swindon See on Map
Salary £49708 - £55231
Date Posted 15 September 2020
Grade RC-F
Contract Type Open Ended
Hours Full Time
Closing Date 04 October 2020
Interview Date

Brief Description

Salary: £49,708 - £55,231 per annum
Grade: UKRI F
Contract Type: Open Ended
Hours: Full Time
Closing Date: 4th October 2020

As an experienced Service Delivery Lead, you will be responsible for ensuring that all IT services are delivered to the business in line with the agreed business performance targets and develop the Service Management function within UKRI Live Operations.  Following the transformation of the IT delivery operating model, your role will be pivotal in shaping the service management function and the maturing the relationship with delivery partners, in particular UK SBS who will be delivering most business IT services.

You will, in conjunction with delivery partners and close collaboration with the business and other areas of DDaT drive the best in class IT operational delivery.

Key Responsibilities and Accountabilities

A Service Delivery Lead is responsible for setting the vision and strategy for UKRI service management and driving the Service Management team to deliver service excellence. At this level, you will:

  • Lead and develop the Service Management function within Live Operations and develop the services and capabilities of the team, as well as the personal development of those within it
  • Be responsible for formulating a strategy and roadmap for the function to support a recently implemented operating model
  • Clearly understand the business priorities and drivers, ensuring roadmaps for IT services are aligned accordingly. Monitoring shadow IT services and license use in the business
  • Manage key service KPIs/SLAs and delivering a best in class end user service
  • Take ownership of the IT services delivered to the business functions, ensuring integrity is maintained and performance managed
  • Ensure Business Continuity plans remain relevant to minimise service disruption and impact to the business
  • Conduct IT service reviews with business functions and service providers, ensuring vendors achieve the required targets
  • Assume responsibility for the achievement of all business facing IT service measures ensuring agreed business outcomes are achieved
  • Take accountability for escalated issues and Managed Incidents, ensuring prioritisation of technical resources to achieve desired outcomes and overseeing root cause problem management as appropriate
  • Ensure new Services are introduced via a service transition process, ensuring appropriate monitoring and metrics support is in place and that the service catalogue is updated in line with the new services
  • Protect services by managing risks, approving changes and planning releases
  • Work with delivery stakeholders to foster and maintain a service culture and continuous improvement ethos
  • Be responsible for all financial management within the function.

This is an outline description of the key responsibilities and accountabilities involved in the job. This is not an exhaustive list and you might be expected to undertake other duties across the wider DDaT engineering function, with the Band and level of responsibility of this post, for which you have the necessary experience and/or training.

Organization Description

What is UK Research and Innovation?

Operating across the whole of the UK with a combined budget of more than £7 billion, UK Research and Innovation is a new entity that brings together nine partners to create an independent organisation with a strong voice for research and innovation, and a vision to ensure the UK maintains its world-leading position in research and innovation. UKRI will build on the successful elements from the current funding system and maximise the contribution of each of the component parts to create the best environment for research and innovation to flourish.

Building on success

The UK has a world class research and innovation system. Our expertise spans all fields of knowledge, from the discovery of penicillin and monoclonal antibodies, to the jet engine and the world-wide web. Our inspirational creative industries are strong in art, design and the innovative use of new materials and technologies. Our universities and laboratories produce a disproportionate percentage of the world’s top research, and their academics are highly-sought as international colleagues and co-authors and are among the world’s best at attracting overseas students Nor is this excellence confined to university campuses and research centres. Our engineering, automotive and pharmaceutical industries are successful in part because of the superb graduates they can hire and the top rate researchers that support them.

Our partners

The nine UK Research and Innovation partners each bring unique assets to this cooperation. Innovate UK helps businesses to identify the commercial potential in new technologies and turn them into the new products and services that will drive economic growth and increase productivity; Strong discipline-facing Research Councils encourage breadth and diversity, curiosity-driven research, and priority-driven initiatives; Research England’s work on knowledge exchange will focus on capacity and culture in universities and provide balance to the funding system. It will drive quality and impact through the REF and work closely with its counterparts in the devolved administrations.

Shortlisting and Interview Criteria


  • Able to demonstrate current projects you have worked on and your role in them
  • Solid knowledge of ITIL frame work (Incident, Problem, Change and Request processes)
  • A track record of mentoring and developing IT delivery teams and staff
  • Strong experience of managing and delivering IT services across multiple geographic allocations
  • Good technical knowledge of supporting, deploying and managing a diverse range of IT services
  • Experience of defining strategies, and creating roadmaps
  • Project management experience
  • Strong stakeholder management skills
  • Demonstrable experience working with 3rd party delivery partners driving value and performance improvements
  • Strong vendor management experience involving on-shore / off-shore end user technical support models
  • Strong documentation and report writing skills (to both technical and business audiences)
  • Financial and budgetary experience
  • A natural leader, able to get the most out of people and lead by example
  • Excellent written and verbal communication skills
  • Strong task planning and delivery skills
  • Have excellent time management and organisational skills
  • Care, accuracy and attention to detail
  • Self-awareness
  • High levels of professionalism
  • A ‘self-starter’ with strong motivation to succeed.


  • Experience of public sector or government organisations
  • Educated to Degree level
  • Experience of Service Now.

UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.

To enable us to hire the very best people we will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.

Polaris House is located next to Swindon Train Station and has excellent public transport links. Limited parking subject to waiting list.

Employee Benefits

UK Research and Innovation recognises and values employees as individuals and aims to provide a pay and reward package that motivates staff to the best of their ability. The reward and benefit package includes a flexible working scheme, an excellent Defined Benefit pension scheme, 30 days annual leave allowance and a number of other benefits.

Developing Talent

We are committed to developing employees in their roles throughout their career. Learning and development plans enable employees to continue their professional development through training and development opportunities such as e-learning, classroom training and on-the-job experiences. We encourage our employees to share their learning across teams and organisations.

Equal Opportunities

We strive to make decisions based on individual merit and ability. We welcome applications from all sections of the community and promote equality of opportunity in accordance with the Equality Act 2010. As holders of Disability Confident Employer status, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.

As this job does not fulfil the Home Office Code of Practice criterion for obtaining sponsored migrant worker status we will be unable to apply for sponsorship for anyone not eligible to work in the UK. At interview, all shortlisted candidates are required to bring with them identification documents and original documents that prove they hold or can obtain the right to work in the UK.

You can check your eligibility here:

Online applications only. Please submit a covering letter and CV ensuring that the IRC reference is included in the filename description of each document uploaded. Please note that failure to address the above criteria or submitted without a covering letter may result in your application not being considered.

If you would like to receive this advert in an alternative format (e.g. large print, Braille, audio or hard copy), are unable to apply online or do not wish to create an account but would still like to apply for a specific role, please contact us by telephone on 01793 867000.

If you have not already logged into iRecruitment (including as a current employee) you will be re-directed to the login/register page by clicking the "apply now" button. If you don't have an account with us, by choosing to register you consent to UK SBS processing the information you provide as part of the Recruitment Service. You can select appropriate job alerts and notifications as part of your account preferences, and you are able to close your account (withdraw consent) should you wish to do so.

Before starting your online application and inputting your personal details, please read our Privacy Notice which contains full details of how your information is processed once you have made an application.