Service Delivery Manager

Permanent, Full-time 

Hybrid role - predominantly remote with occasional travel to Bupa locations across the UK

The Role

The Service Delivery Manager is responsible for the successful embedding, performance, and stability of IT services across clinical and corporate locations. You will work closely with technology, operational, and clinical teams to ensure services are delivered reliably, supported effectively, and transitioned smoothly into business as usual (BAU).

By establishing clear standards, robust support models, and consistent ways of working, you will enable teams to adopt change efficiently while maintaining service stability, patient safety, and regulatory compliance.

This role is ideal for a proactive, delivery-focused leader with strong technical knowledge, a structured approach to problem solving, and a clear focus on improving service outcomes.

Responsibilities

Service Ownership & Operational Delivery

• Own and manage assigned live services, accountable for performance, availability, and user experience.
• Ensure services operate within agreed SLAs/KPIs, taking corrective action when needed.
• Lead the transition of new or changed services into BAU, ensuring operational readiness, support models, and documentation.
• Collaborate with change, product, and technical teams to manage service impacts effectively.
• Review performance, identify risks, trends, and opportunities for improvement.
• Manage third-party suppliers and vendors to ensure contractual obligations are met.
• Promote automation, self-service, and standardisation to improve efficiency and reduce operational risk.

Continual Service Improvement

• Own and drive service improvement plans using data and feedback to deliver business value.
• Work with teams to address recurring incidents and underlying problems.
• Ensure improvements are embedded into BAU with measurable outcomes.

Process, Risk & Compliance

• Ensure services are delivered in line with ITIL best practice (incident, problem, change, service requests).
• Support audit, risk, and compliance activities in a regulated healthcare environment.
• Identify and manage service risks, including resilience, capacity, and supplier dependency.
• Maintain accurate service documentation, standards, and reporting.

Skills/Experience

Essential:

• Proven experience in a Service Delivery or Service Management role.
• Strong understanding of IT service management principles, operational governance, and ITIL 4 Foundation.
• Experience managing third-party vendors and service performance through SLAs, KPIs, and reporting.
• Excellent stakeholder management and communication skills.
• Ability to balance operational stability with continual service improvement.
• Experience working in complex, multi-site, or regulated environments.

Desirable:

• ITIL 4 Managing Professional (MP) or Strategic Leader (SL) certification.
• Strong technical knowledge to engage confidently with technical teams.
• Familiarity with ServiceNow or other ITSM platforms.
• Experience in healthcare, clinical, or highly regulated environments.
• Experience supporting large-scale service transitions or transformations.
• Knowledge of automation, self-service, and service optimisation approaches.

Benefits

The benefits here are industry-leading, and we’ll be able to tell you more about them in the process (or jump to the benefits and rewards page on our careers site for a flavour). But here’s a snapshot:

• 25 days holiday, plus the option to buy more.
• Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance (of course).
• Health Trust - our bespoke employee private healthcare plan, providing healthcare cover with no medical underwriting for colleagues and their families.
• Access to remote GP and nurse services, physiotherapy, and mental health support.
• MyHealthcare Allowance, an annual allowance which is redeemable against a menu of Bupa healthcare products.
• Early access to your earned wages through Wagestream.
• Cycle to work scheme.
• And many more, just ask…

If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!

To find out more about working with us, find us on LinkedIn, Facebook and Instagram.

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.  

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Bupa Dental Care is an equal opportunities employer.