IT Service Delivery Manager

We are looking for an experienced IT Service Delivery Manager to lead the evolution of our IT service management capability and drive operational excellence across the organisation. This is a newly created leadership role where you are expected to bring together key ITIL disciplines, create greater visibility of service performance and establish a more cohesive approach to service delivery.

You will play a pivotal role in breaking down operational silos, ensuring that Incident, Major Incident, Problem, Change and Release Management practices work seamlessly together to deliver stable, reliable and continuously improving services. Working across Technology and the wider business, you will provide leadership, governance and insight to ensure our services are well understood, effectively managed and aligned to business needs. You will be responsible for developing meaningful service reporting, identifying trends and risks, and using data-driven insight to improve operational performance and service resilience.

A key aspect of the role will be building strong relationships with stakeholders at all levels, including technical teams, business leaders and client-facing colleagues. You will ensure that services supporting both internal users and external client platforms are governed effectively and continue to evolve in line with organisational priorities.

This role offers the opportunity to shape and develop a modern Service Delivery function, creating a culture focused on collaboration, accountability and continuous improvement.

You are an experienced IT Service Management leader with a proven track record of improving operational maturity and service reliability within complex technology environments. You understand how effective Incident, Problem, Change and Release Management practices work together to reduce risk, improve stability and deliver a consistently high standard of service.

You should have experience developing and leading service delivery teams and are passionate about creating high-performing, multi-skilled environments where collaboration and continuous improvement is expected. We are looking for someone with strong analytical skills and are able to translate operational data into meaningful insights, using reporting and performance measures to identify trends, drive improvements and support informed decision-making.

You are a confident communicator who can explain complex technical issues in a clear and engaging way to both technical and non-technical audiences. Experience working within regulated environments, such as financial services, would be advantageous, as would familiarity with ITSM platforms such as ServiceNow.

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

Financial

• Corporate bonus scheme (on target 10%, up to a maximum 15%)
• Pension scheme (up to 9% employer contribution)
• Annual performance related pay reviews
• Colleague mortgage scheme
• Electric car salary sacrifice scheme
• Life assurance (4x salary) and income protection
• Access to our financial advisers
• Access to a range of high street and online discounts

Work/Life Balance

• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions
• 30 days’ annual leave + bank holidays
• The option to buy and sell up to 5 days’ holiday
• Hybrid working (typically 3 days’ home based)
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood

Health and Wellbeing

• Private medical insurance
• Access to a health cash plan through a Medicash scheme
• Access to an employee assistance programme
• Free onsite gym at our Cobalt head office and access to discounted gym’s
• Two paid volunteering days’ each year
• Cycle to work scheme

The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you., Newcastle Strategic Solutions Limited