Salary: £50,000 - 55,000 per year Requirements: Experience in a similar role. Proven ability to manage major incidents and escalations. Capacity to thrive in a fast-paced environment. Excellent knowledge of ITIL processes. Familiarity with Microsoft technologies. Responsibilities: I am responsible for formulating both short-term and long-term IT Service Delivery plans, focusing on continuous improvement of the service. I will professionally represent Group IT to internal stakeholders as well as IT third-party vendors and suppliers. My role involves building, developing, and maintaining successful, long-term relationships with Group IT senior management. I will identify business challenges and develop strategies and solutions to deliver added value. I will develop, own, chair, and facilitate regular Service Reviews with both the business and suppliers, in alignment with relevant service level agreements and business priorities. I will support budget-related conversations at different levels. I will monitor supplier and IT service delivery performance and liaise with managers and customers to ensure service level agreements are met. I will develop and maintain continuous service improvement plans. Technologies: Support ITIL More: We are a key infrastructure business headquartered in Newcastle, seeking to welcome an IT Service Desk Manager to our core IT Ops function. In this role, I will run a national team of service desk engineers while planning and delivering IT services across the group. The position requires four days on-site, mainly in Newcastle. Additionally, we offer a range of benefits including a pension scheme, hybrid working options, a company bonus, and travel benefits. last updated 5 week of 2026