IT Service Delivery Manager

IT Service Delivery Manager Overview

We are seeking an experienced and motivated IT Service Delivery Manager to lead and optimize our IT service operations. This role is essential for ensuring that our internal users receive high-quality IT services while driving efficiency and enhancing service levels within our IT department.

Key Responsibilities

• Lead the daily operations of the IT Helpdesk and Service Analysts teams, ensuring efficient service delivery that meets established Service Level Agreements (SLAs).
• Identify areas for improvement in the IT service delivery process and initiate projects to enhance service quality, efficiency, and customer satisfaction.
• Develop, monitor, and report on Key Performance Indicators (KPIs) to assess the effectiveness of service teams and implement corrective measures as necessary.
• Foster a customer-centric culture within the IT department, ensuring that internal employees feel valued and receive exceptional IT support.
• Oversee incident and problem management processes to ensure timely resolution of issues, minimizing disruption to business operations.
• Build and maintain relationships with external vendors and internal stakeholders to ensure alignment with service delivery objectives and effective communication regarding service performance.
• Promote the adoption of ITIL or other service management frameworks, driving continuous improvement and adherence to industry best practices.
• Provide leadership and development opportunities for the service desk and service analysts teams, encouraging a high-performing and motivated work environment.
• Ensure that IT service teams are adequately resourced and prepared to meet current and future demands.
• Manage the implementation of new technologies and processes within service teams, ensuring smooth transitions and minimal service disruption.

Qualifications and Skills

• Demonstrated leadership skills with a proven ability to manage IT service teams, driving high performance and customer satisfaction.
• In-depth knowledge of IT service management frameworks such as ITIL, with experience in implementing best practices in an IT service context.
• Strong analytical skills with the capability to make data-driven decisions and continuously enhance service delivery.
• A passion for delivering exceptional service to internal users and fostering a customer-focused culture within IT teams.
• Excellent organizational skills, capable of managing multiple priorities and meeting deadlines in a fast-paced environment.
• Strong verbal and written communication skills, able to effectively engage with stakeholders at all levels.
• A solid understanding of IT infrastructure, cloud technologies, and the operational needs of IT support teams.
• Proven experience in managing incident and problem resolution processes to minimize business impact.
• Experience in developing and managing KPIs to measure and enhance service delivery performance.
• Familiarity with service management tools such as ServiceNow or Jira Service Management.

Benefits

• Cash plan for dental, optical, and physiotherapy treatments.
• Private medical insurance, pension, and life insurance.
• Employee assistance program.
• 27 days of holiday plus two paid volunteering days annually, with options for holiday purchase.
• Contributory stakeholder pension.
• Life assurance at four times the basic salary for a nominated beneficiary.
• Competitive salary package.
• Paid leave for maternity, paternity, adoption, and fertility.
• Travel loans, bike-to-work scheme, and rental deposit loans.
• Charitable contributions through payroll giving and donation matching.
• Access to discounts on travel, electronics, fashion, gym memberships, cinema tickets, and more.

This position operates on a hybrid working model, requiring a minimum of two days in the office each week.

Degree Requirement: Not Specified

Visa Sponsorship May be