We are seeking an experienced and service-focused IT Service Delivery Manager to lead the delivery, performance, and continual improvement of high-quality IT services. This is an exciting opportunity to work with stakeholders, technology teams, and external partners to ensure reliable, efficient, and customer-focused IT service delivery across the organisation.

Main Responsibilities for IT Service Delivery Manager Roles

Manage the end-to-end delivery of IT services in line with agreed service level agreements and business requirements

Build strong relationships with internal stakeholders, users, suppliers, and technology service providers

Monitor service performance, availability, capacity, and customer satisfaction, taking action where improvements are required

Lead the management of incidents, service requests, problems, and escalations to ensure timely resolution

Coordinate major incident management activities and provide clear communication to stakeholders throughout the process

Own service reporting, including key performance indicators, service level performance, risks, issues, and improvement actions

Work with technical teams to identify root causes and deliver effective problem management and preventative measures

Support change management and ensure that service impacts, risks, and readiness activities are properly assessed

Manage third-party suppliers and support contract, performance, and service review meetings

Develop and maintain service documentation, operating procedures, service catalogues, and support processes

Lead continual service improvement initiatives to enhance user experience, operational efficiency, and service resilience

Ensure IT services are delivered in accordance with relevant security, governance, compliance, and business continuity requirements

IT Service Delivery Manager Skills and Experience Required

Proven experience in IT service delivery, IT service management, or a similar technology operations role

Strong understanding of ITIL principles and service management processes

Experience managing incidents, problems, changes, service levels, and continual improvement activities

Excellent stakeholder management and communication skills, with the ability to work effectively with technical and non-technical audiences

Experience managing suppliers, service providers, and technology partners

Strong analytical and problem-solving skills, with the ability to use service data to drive improvements

Organised and confident managing multiple priorities in a fast-paced environment

Experience producing service reports, performance dashboards, and management information

Ability to lead discussions, coordinate teams, and remain calm during major incidents or service disruption

ITIL certification or equivalent service management experience is desirable

Experience with IT service management tools and platforms is desirable

Key Benefits of Working in Our IT Service Management Team

Competitive salary and benefits package

Supportive and inclusive working environment

Opportunities for professional development, training, and career progression

Access to relevant technology, service management, and leadership development programmes

Life Assurance and pension contribution

Flexible and collaborative working arrangements, where applicable

And other company benefits

Working Hours and Location

Full-time position

Working hours are generally Monday to Friday - 3 days per week on site

Occasional out-of-hours support may be required for major incidents, planned changes, or service escalations

Hybrid or office-based working arrangements may be available, depending on business requirements

Some travel to company sites or supplier locations is required

Apply Now for Your Next IT Service Delivery Manager Job

If you are an experienced IT service professional who is passionate about delivering reliable technology services and improving the user experience, apply today. We welcome applications from all backgrounds and experience levels and look forward to hearing how you can help us deliver excellent IT services across the organisation.