Head of IT Service Delivery
Northampton
Ref: VA3557
#OFE
Benefits
1. Competitive salary plus performance related bonus
2. 29 days holiday including public holidays plus additional days with service
3. Pension contributions
4. Referral bonus scheme
5. Enhanced parental leave
6. Enhanced sick pay
7. Wagestream—a Financial Wellbeing app giving you ultimate pay control! Get paid when you want, save monthly, enjoy shopping discounts, explore your benefits, and even connect with a financial coach.
8. Talk to us about flexible working
9. VIP Awards – colleague recognition scheme
10. Cycle to work scheme
11. Benefits App – virtual GP appointments, employee assistance programme (EAP), cycle to work, high street discounts, discounted vehicle maintenance & repairs and so much more!
12. Steer Academy provides accredited ongoing training – paid for by the business
13. Opportunities for career progression
Role Overview
Steer Automotive Group is looking for an experienced Service Delivery Manager to lead our IT Service Desk function and drive service excellence across a growing multi-site organisation.
This is a key operational leadership role, responsible for ensuring our IT services are stable, secure, and aligned with business priorities. You’ll manage a small service desk team, act as the escalation point for major incidents, and play a central role in shaping service performance, governance, and continual improvement.
If you thrive in fast-paced environments, enjoy working closely with senior stakeholders, and have a passion for delivering high-quality IT support at scale — we’d love to hear from you.
Key Responsibilities
Service Delivery & Operations
14. Own day-to-day IT service delivery across all Steer business units
15. Ensure services remain stable, responsive, and aligned to operational needs
16. Lead joiner, mover and leaver processes with a strong focus on day-one readiness
Incident & Major Incident Management
17. Take ownership of Incident and Major Incident Management within the Service Desk
18. Ensure incidents are logged, prioritised and resolved within agreed SLAs
19. Coordinate major incident response with clear communication and rapid restoration
20. Lead post-incident reviews, root cause analysis, and corrective action tracking
21. Use incident trends to improve resilience and reduce repeat issues
Service Requests & IT Asset Procurement
22. Coordinate service requests across the organisation in line with business impact
23. Oversee ordering, provisioning, recovery and reallocation of IT equipment
24. Enforce asset standards and challenge non-standard requests to reduce risk and cost
Cyber Security & Compliance
25. Ensure daily security checks are completed and risks escalated appropriately
26. Support cyber assurance activities, audits and customer security requirements
27. Help enforce Steer security policies across users, suppliers and services
Reporting, KPIs & Governance
28. Own Service Desk performance reporting and KPI visibility
29. Build and maintain the IT KPI pack with inputs from Technical Services and Applications
30. Produce daily, weekly and monthly reporting on SLAs, backlog and trends
31. Maintain a monthly Risk Register including cyber risks for senior leadership
Blueprint & Supplier Management
32. Support adoption of the Steer IT Blueprint and prevent unmanaged technology sprawl
33. Act as the operational interface with key IT suppliers
34. Lead service reviews, challenge underperformance and drive improvement
35. Manage stakeholder expectations across Managing Directors and operational teams
Qualifications and Skill
36. Strong IT Service Management (ITSM) expertise and Service Desk leadership
37. Extensive experience in IT security architecture and advanced IT support
38. Strong technical knowledge of:
- Microsoft 365
- Networking protocols, VPNs, firewalls
- Cloud platforms, telephony systems
- HP hardware and enterprise infrastructure
39. Experience supporting a multi-regional environment (2,000+ users)
40. Proven ability to manage senior stakeholders and business-critical escalations
41. Deep understanding of IT security best practices
Why Join Us?
At Steer Automotive Group, IT plays a critical role in enabling our continued growth and operational success. You’ll be joining a forward-thinking team where service delivery, security and continuous improvement are at the heart of everything we do.
This is an exciting opportunity to make a real impact at scale.