IT Service Delivery Manager

This is a hands-on and technical IT Service Management role for an experienced IT Specialist (1st/2nd line) progressing into ownership of day-to-day IT service delivery, with primary emphasis on operational IT security, vulnerability management, and control effectiveness in an ISO27001accredited environment. The role works directly with and supports the Head of IT to ensure that IT services, systems, and endpoints are stable, secure, and compliant, including responsibility for coordinating vulnerability remediation, maintaining security baselines, and helping to evidence and improve ISO27001 controls., Service delivery and operations

• Own day-to-day delivery of IT services (end-user support, core applications, and infrastructure), ensuring incidents and requests are handled within agreed SLAs and processes.
• Oversee the incident, request, and problem queues in the IT service management tool, ensuring accurate logging, categorisation, and timely updates for users.
• Provide advanced 2nd line support and act as a technical escalation point for complex issues, involving the Head of IT where further escalation is needed.
• Monitor the health of key systems (Active Directory/Azure AD, Microsoft 365, Windows endpoints, backups, file/print, telephony) and ensure issues are triaged, diagnosed, and resolved or escalated appropriately.
• Maintain and improve IT operational procedures, checklists, and run-books for routine maintenance, monitoring, and support tasks.

Service management and continuous improvement

• Track and report on service performance (e.g. ticket volumes, response/resolve times), highlighting trends and discussing improvements with the Head of IT.
• Participate in post incident reviews for major or recurring issues, documenting root cause and following through on preventative actions.
• Support change management by assessing operational impact, preparing implementation and back-out steps, and ensuring changes are communicated and scheduled to minimise user disruption.
• Contribute to continuous improvement of IT policies, processes, and standards (incident, problem, change, configuration, release, and knowledge management), with specific attention to ISO27001 control requirements.

IT security and vulnerability management

• Take day-to-day ownership of core IT security practices (user access management, endpoint protection, patching, email security, backup monitoring) in line with company policies and ISO27001 controls.
• Coordinate vulnerability management activities: review vulnerability scans and advisories, prioritise remediation actions, and work with the Head of IT and suppliers to ensure timely fixes.
• Support identity and access management across on-prem and cloud environments (e.g. Azure AD, Microsoft 365), including user lifecycle changes and periodic access reviews.
• Assist in maintaining and enforcing security configurations and baselines for servers, endpoints, and cloud services, and assist in rolling out security hardening changes
• Promote security best practice across the user base, including supporting Security Awareness Training and responding to user queries about phishing, data handling, and safe working practices.

Collaboration and communication

• Act as an operational contact point for IT queries, providing clear, courteous, and timely communication to users
• Provide regular operational updates to the Head of IT on service performance, security posture, vulnerabilities, and outstanding risks or issues
• Work closely with internal technical teams, external vendors, and hosting providers to troubleshoot and resolve complex incidents or security issues under the direction of the Head of IT
• Contribute to user facing guides, FAQs, and training materials for new services, tools, and security practices.

Development and future progression

• Continuously develop skills in IT service management, security operations, and vulnerability management, with a view to future progression into a broader IT Operations or security focused role.
• Identify opportunities to improve tooling, automation, and documentation that reduce operational risk and manual effort, and work effectually to realise them within the IT team.
• Take an active role in shaping a positive IT culture focused on reliability, security, and continuous improvement, without direct line management responsibilities.

Do you have experience in VPN?, * Strong, rounded technical background from a hands-on 1st/2nd line support or IT Specialist role, supporting Microsoft centric environments.

Good working knowledge of:

• Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, admin portals).
• Azure AD / Entra ID, hybrid identity, and basic Azure administration.
• Windows 11 and Windows Server 2016+, including Active Directory and Group Policy.
• Endpoint, backup, and basic networking concepts (VPN, Wi-Fi, firewalls, DNS, DHCP).
• Demonstrable interest or experience in IT security operations (access control, patching, AV/EDR, email security, MFA, security awareness).
• Excellent customer service and communication skills, able to explain technical issues in clear, non-technical language.
• Highly organised, able to manage queues and priorities, work under pressure, and meet deadlines

Desirable

• Experience acting as an escalation point within an IT support team (without formal line management)
• Exposure to ISO27001, security audits, or working in an information security aware environment
• Familiarity with ITIL aligned processes and IT service management tools (incident, problem, change, CMDB, knowledge)
• Experience with Microsoft Defender, vulnerability management and able to lead security investigations and maintain a good security posture
• Scripting (e.g. PowerShell) to automate routine tasks an advantage.

Personal qualities

• Motivated, enthusiastic, and approachable, with a strong customer service and process orientation.
• Self-motivated and professional, with the ability to take ownership, make sound operational decisions within remit, and see tasks through to completion.
• Fast learner with a genuine desire to grow in IT operations, security, and vulnerability management
• Strong analytical and problem-solving abilities with keen attention to detail
• Positive, "can-do" attitude, adaptable and flexible to evolving business demands., * Describe your experience with vulnerability management. How have you previously reviewed, prioritised, and coordinated remediation of security vulnerabilities across endpoints or servers?
• Give an example of a complex issue you resolved involving Microsoft 365 or Azure AD/Entra ID. What was the root cause, and how did you diagnose it?
• How have you ensured incidents and service requests are handled within SLAs? Describe your approach to managing ticket queues and communicating with users.

Job Types: Full-time, Permanent

Pay: £30,000.00-£34,000.00 per year

Benefits:

• Company pension
• Flexitime
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home