Information Technology Service Delivery Manager

Interim Service Delivery Manager – 12 Month FTCLocation: Hybrid (UK)Salary: £65,000 + benefitsStart: ASAP

About the Role

We are supporting a FTSE30 organisation in the search for an Interim Service Delivery Manager to oversee the operational support and continuous improvement of a broad core application portfolio. This includes systems across Legal, Property, HR, Payroll, Finance, and intranet platforms.

The successful candidate will ensure that services are reliable, secure, high-quality, and aligned to business needs, while championing customer experience and service excellence.

Key Responsibilities

Service Delivery & Application Support

• Oversee day-to-day support for business-critical applications.
• Ensure requests, incidents, and problems are handled in line with standards.
• Own support documentation, processes, and enhancements.
• Advise on application security, upgrades, DR, and licensing.

Service Level Management

• Define, monitor, and report against SLAs and KPIs.
• Analyse performance data and initiate improvement actions.
• Negotiate and agree service schedules and priorities.

Team Leadership

• Provide direction, coaching, and support to support teams.
• Allocate work aligned to skills and objectives.
• Foster high-performance and strong working relationships.

Change Management & Business Readiness

• Lead readiness assessments for deployments and change programmes.
• Support impact assessments, data migration, and training.
• Close readiness gaps prior to go-live.

Incident & Problem Management

• Lead major incident response and post-incident reviews.
• Maintain escalation processes and drive root-cause initiatives.

Stakeholder Engagement

• Build strong relationships with senior stakeholders.
• Lead service review meetings and champion customer satisfaction.
• Drive improvements from user feedback.

Governance & Supplier Management

• Ensure compliance with internal policies and external standards.
• Manage vendor relationships, contracts, and performance.
• Lead risk assessments and mitigation activities.

Skills & Experience Required

• Strong background in Service Delivery, Application Support, or IT Operations roles.
• Expertise in incident, problem, and major incident management.
• Excellent knowledge of service management frameworks and SDLC principles.
• Demonstrated ability to lead teams (direct or matrix) and manage suppliers.
• Clear and confident communication skills with the ability to influence.
• Strong analytical, organisational, and decision-making skills.
• Able to translate technical issues into business-friendly language.

Personal Attributes

• Proactive, organised, and calm under pressure.
• A collaborative leader and trusted partner to stakeholders.
• Strong problem-solver with a continuous improvement mindset.
• Able to drive clarity, structure, and accountability across teams.

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