> Markdown version of [/jobs/ext/1492249-it-service-delivery-manager](https://www.wearedevelopers.com/jobs/ext/1492249-it-service-delivery-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** Waythrough - **Location:** UK (Remote available) - **Salary:** £45,760.0 - £55,760.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Dynamic Host Configuration Protocol, Domain Name System (DNS), Windows Servers, Wide Area Networks, Information Technology - **Published:** July 30, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5820037766 ## About the Role We're looking for an experienced IT professional who combines strong leadership skills with excellent technical knowledge, an eye for detail and a passion for delivering outstanding customer-focused services. Essential Experience * Experience leading and developing technical support or service delivery teams. * Strong background in IT Service Management and ITIL best practices. * Experience managing complex IT environments within a medium or large organisation. * Experience managing suppliers, contracts and third-party service providers. * Proven ability to deliver service improvements and operational change. * Experience of managing technical projects and implementing new technologies. Technical Knowledge * Windows Server environments. * Active Directory and Group Policy. * DHCP and DNS. * IT infrastructure and networking (LAN/WAN). * End-user computing environments. * Asset and lifecycle management. * Technical troubleshooting and incident management. * Microsoft 365 administration Personal Qualities * Excellent communication and stakeholder management skills. * Strong problem-solving and decision-making abilities. * Ability to inspire, coach and develop others. * Customer-focused with a passion for service excellence. * Comfortable working strategically whilst remaining hands-on when . * Ability to translate technical issues or requirements to a non technical audience. Key outcomes first 6-12 months * Build strong relationships with key stakeholders, suppliers and operational teams. * Gain a detailed understanding of the existing IT estate and service delivery model. * Review service performance and identify priority improvement opportunities. * Stabilise key operational processes and improve management visibility through reporting and KPIs. ## Description We're now looking for a proactive IT Service Delivery Manager who can lead our Service Delivery function with energy, empathy and expertise ensuring reliable, secure, and customer-focused IT services across the organisation. Reporting to the Head of IT Service Delivery, you will lead a team of technical specialists responsible for delivering high-quality IT support, maintaining end-user technology, implementing new services, and driving continual improvement across the IT landscape. You will also work closely with the IT Service Desk Manager and infrastructure colleagues to deliver a seamless end-to-end support experience for colleagues across the organisation. Key Duties Service Delivery & Operations * Lead and develop the Service support team, ensuring high standards of technical support and customer service. * Manage and support the 2nd Line Support function, overseeing complex incidents, escalations and technical problem resolution. * Drive continual improvement across IT Service Management processes, including Incident, Problem and Change Management. * Work closely with the IT Service Desk Manager to improve customer experience, reduce repeat incidents and enhance service performance. * Ensure services remain secure, reliable and fit for purpose. Technical Leadership * Provide technical leadership and guidance across the Service Delivery function. * Act as an escalation point for complex technical issues and major incidents. * Support the implementation of new technologies and services into the live environment. * Monitor infrastructure and end-user compute environments. * Maintain oversight of hardware, software and IT assets. Supplier & service Management * Manage key supplier relationships and service contracts. * Ensure third-party providers deliver against agreed service levels, quality standards and contractual commitments. Performance & Improvement * Monitor and report on service performance, including SLAs, customer satisfaction, incident trends and service improvement initiatives. * Use data and insights to identify opportunities to improve efficiency, quality and user experience. * Ensure service delivery aligns with organisational objectives. Stakeholder Engagement * Build effective relationships with colleagues, suppliers and stakeholders across the organisation. * Maintain a visible presence at sites, acting as an ambassador for IT. * Work collaboratively across IT teams to ensure joined-up service delivery., * Develop a roadmap for service improvements, asset refreshes and technical enhancements. * Deliver measurable improvements in service performance, customer satisfaction and operational efficiency. * Reduce repeat incidents and improve end-to-end service quality. * Embed consistent ITIL-aligned service management practices across the team. * Develop a high-performing, engaged Service support team with clear objectives and growth plans. * Be recognised by stakeholders as a trusted and responsive IT manager supporting organisational success. ## Related Videos - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [What’s New with Windows Power-User Tools](https://www.wearedevelopers.com/videos/2069-what-s-new-with-windows-power-user-tools) - [Introducing Digital Samba Embedded Video Conferencing API MCP Server](https://www.wearedevelopers.com/videos/1640-introducing-digital-samba-embedded-video-conferencing-api-mcp-server) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should Tech Managers Be Developers First? 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