IT Service Delivery Manager
Role details
Job location
Tech stack
Job description
Based at our Alcester Support Office with hybrid working, and reporting to the IT Head of Service Delivery, you'll own end-to-end IT service delivery across the organisation. You'll work closely with technical teams, business stakeholders and third party suppliers to ensure services meet SLAs, support business needs and deliver a great user experience., * Monitor performance against SLAs, KPIs and CSAT, driving service improvements
- Lead incident, problem and change management in line with ITIL principles
- Support and coordinate technical teams to resolve service issues efficiently
- Maintain service documentation and support audits and compliance activity
- Work with suppliers to ensure value, quality and performance
- Minimise service disruption and support operational continuity
Requirements
Do you have experience in ServiceNow?, * 5+ years' experience in IT service delivery or service management
- Strong knowledge of ITIL v3 / v4 frameworks
- Experience with incident, problem, change and service request management
- Excellent stakeholder and communication skills
- Strong problem-solving and root cause analysis capability
- Experience using service management tools (e.g. ServiceNow, FreshService, ConnectWise)
- Confident, structured decision-maker able to work at pace
Desirable
- Experience in the care sector
- ITIL Practitioner or ITIL 4 Managing Professional
- Degree in IT / Computer Science or equivalent
- Experience improving JML processes and working with CMDBs
Benefits & conditions
- Hybrid working (Alcester Support Office)
- Real opportunity to influence and improve IT services
- Collaborative, supportive culture
- Purpose led organisation where your work makes a difference
- Inclusive workplace where everyone is welcome
At Helping Hands, we're proud to champion diversity and inclusion. All applications are considered fairly in line with our Equality and Diversity Policy. If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.
