IT Service Delivery Manager

The role

The IT Service Delivery Manager is responsible for the end-to-end delivery of IT services to the business ensuring services are stable meet agreed service levels and deliver a strong user experience. The role acts as the primary point of contact between IT and the business owning the relationship understanding business priorities and ensuring services align to operational needs.

The role provides oversight of service performance driving accountability across support teams and suppliers to meet SLAs and resolve issues effectively. It aligns closely with service operations functions to support the management of high priority incidents ensuring clear business communication strong stakeholder engagement and effective service recovery.

Alongside service performance the role leads service governance and continuous improvement. It reviews service metrics identifies trends and risks and drives actions to improve service quality resilience and efficiency. It ensures services operate within governance and control frameworks and that reporting into senior management is clear accurate and actionable.

Key Responsibilities

You will take ownership of endtoend service delivery for your assigned services making sure performance consistently meets agreed SLAs and business expectations. As the primary interface between IT and the business youll build strong trusted relationships and develop a solid understanding of business needs and priorities. A key part of your role will be providing oversight of service performance holding both internal teams and thirdparty suppliers accountable for their delivery commitments.

Youll lead regular service reviews with stakeholders and suppliers presenting performance insights risks and clear improvement actions. Working closely with service operations teams youll support the management of highpriority incidentsensuring effective communication business alignment and fast controlled service recovery. Consistent and transparent communication will be vital keeping stakeholders fully informed on service performance issues and emerging risks.

A strong focus on continuous improvement is central to the role. Youll analyse service performance data to identify trends risks and opportunities driving structured improvement plans and ensuring actions are clearly defined tracked and delivered. Youll ensure adherence to IT governance controls and audit requirements managing risks and escalations where needed. Alongside this youll manage supplier performance to ensure contractual obligations and service levels are met maintain accurate service documentation and support smooth handovers of incidents problems and changes between IT teams and the business.

Skills & Experience Required

You will bring strong experience in IT service delivery or service management within a complex environment along with excellent stakeholder management and communication skills that enable you to influence at all levels. Youll be confident managing overall service performance supplier relationships and interactions with the business drawing on a solid understanding of ITIL practicesparticularly incident problem change and service level management. Your ability to interpret service data and MI will support effective decisionmaking and continuous improvement and youll be highly organised able to make sound decisions while managing competing priorities. A customerfocused mindset is key with a clear commitment to service quality and positive outcomes.

Desirable experience includes holding an ITIL Foundation certification or higher alongside handson experience managing thirdparty suppliers and contracts. Experience working in a regulated or governancedriven environment is valuable as is familiarity with service reporting tools and dashboards. Knowledge and experience in leading service improvement or transformation initiatives will also be an advantage.

Required Skills:

SLAChange ManagementProblem Management