IT Service Delivery Manager

We are seeking a Service Manager responsible for the end-to-end delivery, performance, and continuous improvement of IT services supporting our clients business functions. This role involves managing the full lifecycle of several business-facing services in a multi-vendor, outsourced environment using SIAM and ITIL methods. The ideal candidate will have a strong focus on customer experience, service quality, and operational efficiency.

Day-to-day of the role:

• Lead the service desk, field support, and asset management functions, including budget accountability and people development.
• Ensure IT services deliver business value, meet agreed performance targets, and operate within budget.
• Maintain the IT Service Catalogue and ensure services are aligned with front office needs.
• Develop trusted relationships with business stakeholders to understand operational priorities and shape a service delivery model that maximises IT value.
• Collaborate with other Service and Digital Managers to align processes, share best practice, and contribute to continuous improvement across the IT organisation.
• Manage the delivery and maintenance of front office IT services including service desk, hardware lifecycle management, software asset management, and telephony systems.

• Demonstrable experience in service ownership and delivery of end-user workplace services such as service desk, laptops/desktops, mobile phones, printers, and software licensing.
• Experience managing IT services in a multi-vendor, Managed Service or outsourced environment.
• Strong knowledge of IT asset management best practices.
• Proficient in ITIL and SIAM methodologies.
• Skilled in incident, problem, and change management.
• Experience managing budgets and cost allocation.
• Excellent communication and presentation skills, with the ability to produce high-quality documentation and reporting.
• Ability to work independently and in teams, with a business-focused, service-driven mindset.