IT Delivery Manager

The chosen Candidate will be responsible for TechBar and desktop support, hardware and software asset management, major incident response and the performance of third-party technology support providers. This is a key operational leadership role, combining service delivery, supplier management and continuous improvement., * Lead the day-to-day delivery of TechBar and desktop support services, ensuring strong SLA performance and customer satisfaction.

• Manage third-party support providers, setting service standards, monitoring performance and leading regular service reviews.
• Own hardware and software asset management, including lifecycle, stock, deployment and licence compliance.
• Lead the technology response to P1 and P2 major incidents, coordinating resources, communications and resolution.
• Drive post-incident reviews, root-cause analysis and continuous improvement.
• Own and improve IT service management processes, governance and operational standards.
• Produce service performance reporting covering SLAs, ticket volumes, assets and incident trends.
• Support the operational readiness and transition of new technology services.

Essential:

• Experience managing an IT service desk and/or desktop support function.
• Strong experience managing outsourced or third-party technology providers.
• Proven major incident management experience.
• Good understanding of hardware and software asset management.
• Experience developing and improving IT service processes.
• Excellent communication and stakeholder management skills.
• Highly organised, resilient and able to manage competing priorities.

Desirable:

• ITIL Foundation or higher.
• Experience in a multi-site or international environment.
• Microsoft 365, Intune and/or Autopilot experience.