Information technology service delivery manager

Job Description

The Opportunity

We are looking for an IT Service Delivery Manager to join a Basingstoke based organisation as they continue on their Digital Transformation journey. They've been investing heavily in technology over the last few years.

You will be responsible for delivering high-quality IT services across the organisation, managing internal Desktop and Application Support teams and overseeing third‑party IT suppliers. You will ensure services meet agreed SLAs, develop and maintain ITIL‑aligned processes, track performance through KPIs, and drive continuous service improvement.

The Role:

• Managing major incidents, problem management and root cause analysis
• Developing ITSM processes based around the ITIL Framework
• Effective management of the IT service desk and core systems teams - circa 5 staff members
• Maintaining Service Improvement Plans
• Developing and maintaining strong relationships with IT Suppliers
• Producing clear service performance metrics for the business.

The Person:

- Proven experience as an IT Service Delivery Manager

- A background in Service Management, Problem Management and Incident Management

- Experience of designing, implementing and managing SLAs

- Experienced team / people manager who can develop and enage with staff

- The ability to manage / monitor and report on suppliers ensuring their delivery is in line with expectations

- Strong communication / negotiation skills for both contract renewals and engagement with new suppliers

- ITIL v3 certification (ideally v4)

- Based within commutable distance of Basingstoke (Hampshire) and the willingness to be in the office 3 days per week

Salary circa £60-65k + bonus + benefits.