We are currently working in partnership with an organisation based in Lincolnshire, who are recruiting for an IT Service Delivery Manager on a hybrid basis.
The ideal candidate will have proven experience managing IT end-user services in a complex organisation, hold ITIL 4 certification (or equivalent), and have experience managing vendors and outsourced service providers.
Duties will include:
Leading the delivery and improvement of all end-user compute services
Driving automation, AI-based support, and self-service adoption to improve first-time fix rates
Acting as a senior escalation point for complex user issues and incident management
Managing relationships with outsourced service providers and ensuring SLAs are met
Overseeing device lifecycle management and sustainable technology practices
Monitoring performance using Power BI and analytics to inform service enhancements
Ensuring alignment with modern workplace tools including Office 365, SharePoint, Microsoft Defender, Power Platform, and ESRI ArcGIS
Embedding service governance frameworks and supporting Agile, product-led delivery
Experience required:
Proven experience managing IT end-user services in a complex organisation
Experience managing vendors and outsourced service providers
Demonstrable track record of leading service improvement using automation and analytics
Skills, knowledge and expertise required:
Strong grounding in ITIL (ITIL 4 preferred)
Knowledge of Office 365, SharePoint, and Microsoft endpoint management platforms
Understanding of service governance frameworks including ITIL 4, GDAD, and NIST CSF 2.0
Ability to use data and analytics tools such as Power BI
Collaborative approach with strong stakeholder management skills
User-first mindset with strategic thinking capability
Please note that you require recent experience to apply for this role.
James Andrews is acting as an employment agency and business in relation to this role.
At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.
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