IT Service Delivery Manager

You will act as a key link between technical teams, business users, and external service providers, ensuring incidents are handled effectively, service commitments are met, and recurring issues are addressed. The role combines service management, stakeholder communication, performance monitoring, and continuous improvement to keep IT services aligned with business needs., * IT Service Oversight: Manage the delivery of IT services across business functions, ensuring systems and support services remain reliable and responsive.

• Service Performance: Monitor service-level agreements, key performance indicators, incident trends, and response times to assess service quality and identify areas for improvement.
• Incident Management: Coordinate the response to major incidents, ensure appropriate escalation, and oversee resolution and follow-up activities.
• Problem Management: Review recurring incidents, investigate underlying causes with technical teams, and implement measures to reduce repeat issues.
• Service Desk Coordination: Oversee support workflows, ticket prioritisation, escalation procedures, and service desk performance to maintain effective user support.
• Change and Release Management: Ensure service changes are assessed, documented, approved, and implemented with appropriate controls to minimise disruption.
• Stakeholder Communication: Maintain clear communication with business users, department heads, technical teams, and senior management regarding service performance and operational issues.
• Supplier Management: Coordinate external IT providers, monitor contractual commitments, review service performance, and address concerns relating to quality or delivery.
• IT Service Reporting: Prepare regular reports on incidents, service levels, customer feedback, operational risks, and improvement initiatives.
• Service Improvement: Identify opportunities to streamline support processes, improve service availability, and strengthen the overall user experience.
• Governance and Compliance: Ensure IT service procedures follow organisational policies, security requirements, data protection obligations, and relevant industry practices.
• Resource Planning: Coordinate team workloads, support coverage, and operational priorities to ensure sufficient capacity for business requirements.
• Knowledge Management: Maintain service documentation, support procedures, escalation guides, and knowledge resources to improve consistency and reduce resolution times.
• Team Leadership: Guide IT service personnel, encourage collaboration, support professional development, and maintain accountability for service outcomes.

• Experience: Proven experience in IT service delivery, IT operations, service management, or a similar technology management role.
• Service Management: Strong understanding of incident, problem, change, request, and service-level management processes.
• ITIL Knowledge: Familiarity with ITIL principles and service management best practices; an ITIL qualification would be advantageous.
• Performance Management: Experience monitoring service metrics, reviewing SLA performance, and preparing operational reports.
• Technical Understanding: Broad knowledge of IT infrastructure, business applications, networks, cloud services, and end-user support environments.
• Incident Coordination: Ability to manage escalations, coordinate technical responses, and maintain clear communication during service disruptions.
• Supplier Management: Experience working with external IT service providers and monitoring their performance against agreed service standards.
• Leadership: Ability to coordinate support teams, manage competing priorities, and promote a service-focused working culture.
• Communication: Strong written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders.
• Analytical Skills: A structured approach to investigating service issues, identifying patterns, and developing practical improvement plans.
• IT Tools: Experience with service management platforms, ticketing systems, reporting tools, and Microsoft Office.
• Qualifications: A degree in Information Technology, Computer Science, Business Information Systems, or a related discipline is desirable. Equivalent professional experience and relevant certifications will also be considered.

• Annual salary of £50,000-£54,000, depending on experience
• Company pension scheme
• Annual leave plus applicable UK public holidays
• Opportunities for professional training and development
• Scope to improve IT service standards and operational processes
• Collaboration with technical specialists and business stakeholders
• Additional employee benefits in accordance with company policy

Job Set up

This position is based in Glossop, Derbyshire, working closely with IT support teams, technical specialists, business departments, and external service providers. The role involves service performance reviews, incident coordination, stakeholder meetings, and the implementation of improvements across IT support processes.

Pay: £50,000.00-£54,000.00 per year

Benefits:

• Canteen
• Company pension
• Free parking
• Life insurance
• On-site parking
• Sick pay