IT Service Delivery Manager

Overview

As IT Service Delivery Manager you will lead the IT Helpdesk and Service Analysts to deliver reliable, high-quality internal IT services. You will align service delivery with business goals, monitor KPIs, and champion best practices to improve efficiency and customer satisfaction. You will nurture a customer-centric culture and manage incidents, changes, and vendor relationships to minimize disruption. This role offers the opportunity to shape IT service operations at a market-leading property platform. You will work closely with cross-functional teams to drive continuous improvement and ensure scalable service delivery.

Pay / Benefits

• Private Medical Insurance
• Pension and Life Insurance
• 27 days holiday + volunteering days
• Employee Assistance Plan
• Travel Loans
• Bike to Work scheme

Responsibilities

• Lead the daily IT Service Operations for Helpdesk and Service Analysts to meet SLAs
• Identify and drive service improvement initiatives to enhance quality and efficiency
• Develop and report KPIs to monitor service performance and take corrective actions
• Foster a customer-centric IT support culture for internal users
• Oversee incident and problem management to minimize business impact
• Manage vendor and stakeholder relationships and communicate service performance
• Lead adoption of ITIL or similar frameworks and drive best practices
• Provide leadership and development for the service desk teams
• Plan resources and capacity to meet current and future demand
• Oversee change management when introducing new technologies or processes

Key requirements

• Strong leadership of IT service teams and focus on customer satisfaction
• In-depth IT service management knowledge (ITIL) and implementing best practices
• Analytical mindset with data-driven decision making
• Customer-focused mindset and ability to cultivate a service culture
• Excellent organizational skills and ability to manage multiple priorities
• Strong verbal and written communication across all levels
• Technical understanding of IT infrastructure, cloud technologies, and IT support operations
• Hands-on experience with incident and problem management
• Proven ability to develop and track KPIs to improve service delivery
• Experience with service management tools (e.g., ServiceNow, Jira Service Management)

• Leadership
• Customer focus
• Analytical thinking
• IT Service Management (ITIL)
• Incident and Problem Management
• KPI Management

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