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# IT Service Delivery Manager

- **Company:** Inspired Pet Nutrition
- **Location:** Thirsk, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Software, Cyber Security, IBM Service Management Framework
- **Published:** September 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=232e00832365d171

## About the Role

* Experience in IT service delivery management that combines hands-on technical skill with team leadership
 * Solid technical skills across Windows, Microsoft 365, networking and infrastructure
 * Experience supporting business-critical applications such as ERP or MES
 * A track record of setting up or improving a service desk, including choosing tools, designing processes or launching a self-service portal
 * A good understanding of ITIL or a similar service management framework
 * Experience leading teams across more than one location or country
 * Clear, confident communication with users, senior leaders and external partners
 * Comfortable using data and trends to improve the service
 * Experience managing vendors and SLAs
 * A good understanding of IT security and data protection (e.g. GDPR)
 * A proactive, resourceful approach to solving problems

## Description

We're recruiting for a IT Service Delivery Manager based in our Head office in Thirsk - North Yorkshire. With travel across our other UK and European offices leading a team of up to 5 IT Support Engineers.

This is an exciting opportunity for an experienced, hands-on IT service leader. It's perfect for someone passionate about delivering proactive, high-quality IT support and bringing teams together under one way of working.

You'll be responsible for leading and delivering IT service across the UK and France. You'll bring our two support teams together into one service desk, move our tooling onto a single platform, build a self-service portal and keep improving the service. This is a hands-on role. You'll work on issues alongside your team and set the standard for how we support colleagues across INSPIRED.

Responsibilities

 * Set up and lead one service desk across the UK and France, with shared processes, SLAs and escalation paths
 * Give hands-on technical support at every level, from end-user issues to complex system and infrastructure problems
 * Move our current service desk tools onto a single platform and build a self-service portal
 * Own day-to-day IT support for desktops, laptops, business applications (ERP, MES), infrastructure and network. This includes triaging, escalating and resolving tickets
 * Spot recurring issues, look at trends and lead root cause fixes to cut ticket volumes
 * Lead, coach and develop the UK and France support teams, and build a collaborative culture across sites
 * Build and maintain a knowledge base and support documentation
 * Own IT onboarding for new starters, including induction and training on core systems
 * Manage third-party providers and vendor escalations against their SLAs
 * Work on major incidents: troubleshoot, coordinate the response, keep stakeholders updated and make sure a full root cause analysis is completed
 * Produce regular service reports and use the data to improve the service
 * Manage purchasing of end-user IT equipment and software within budget