IT Service Delivery Manager

(Hybrid - UK)

We’re looking for an experienced IT Service Delivery Manager to lead and evolve a busy IT Service Desk function within a fast-paced, customer-centric organisation. You’ll take ownership of delivering outstanding IT support to internal teams, ensuring stability, performance, and continuous improvement across all IT services.

The Role

You’ll lead the IT Service Desk and drive service excellence, partnering with internal stakeholders and external suppliers to deliver a reliable, secure, and high-quality IT service.
Your focus will be on performance improvement, customer satisfaction, and embedding best-practice IT Service Management across the business.

What You’ll Be Doing

Lead, coach, and develop the IT Service Desk team.
Champion ITIL-aligned service management and continuous improvement.
Monitor KPIs, SLAs, and satisfaction metrics to ensure high performance.
Manage service partners and suppliers, ensuring contract and performance targets are met.
Act as the escalation point for IT service issues and communicate effectively with stakeholders.
Oversee incident, problem, and change management processes.
Support service transitions, asset management, and cost optimisation initiatives.
Collaborate with Infrastructure and Security teams to maintain compliance and service integrity.

About You

You’re a hands-on leader who thrives on improving service delivery and customer experience. You’ll bring:

Proven experience managing IT Service Delivery or IT Service Desk teams.
Solid understanding of ITIL and IT Service Management best practices.
Broad technical awareness across infrastructure, cloud, and end-user computing.
Experience managing third-party suppliers and outsourced service providers.
Excellent stakeholder management, communication, and problem-solving skills.
A proactive, “can-do” attitude and passion for driving positive change.

What’s on Offer

Competitive salary and benefits package
Annual bonus scheme and contributory pension
Ongoing professional development and structured career path
Hybrid working and flexible approach to work

This is a fantastic opportunity for an IT leader who wants to make a visible impact — shaping service delivery in an organisation that values innovation, collaboration, and continual improvement.