Job Profile
We are looking for an experienced
IT Service Delivery Manager
to lead and develop our IT Service Delivery team, ensuring best-in-class service across all IT operations. You will play a key role in driving
service excellence, process maturity, and customer satisfaction
, while fostering a culture of collaboration and continuous improvement. This role combines
people management, stakeholder engagement, and ITIL-driven service delivery
to ensure IT services meet business needs in a reliable, innovative, and efficient way.
Responsibilities
* Lead and manage the IT Service Delivery team, ensuring technical expertise and excellent customer service.
* Anticipate and respond to demand trends, ensuring appropriate resources and support are in place.
* Monitor service performance through call statistics, KPIs, and internal metrics to drive continuous improvement.
* Maintain clear communication with users, ensuring expectations are well managed and services are delivered effectively.
* Own and manage key IT processes: incident management, problem management, asset management, request fulfilment, and user lifecycle management (Starters & Leavers).
* Manage and maintain the
IT Service Catalogue
, ensuring services are easy to access and aligned to business needs.
* Oversee software licensing and procurement, managing vendor relationships with third-party suppliers.
* Ensure
IT service continuity and disaster recovery plans
are in place and tested annually.
* Drive adoption of self-service solutions and knowledge bases to empower users and reduce dependency on the Service Desk.
* Leverage ITSM and monitoring tools to support effective and efficient operations.
* Create a culture of continuous improvement by identifying opportunities to standardise, simplify, and automate processes.
Skills
* Proven experience as an
IT Service Delivery Manager
with strong people leadership and team development skills.
* ITIL certified, with a strong understanding of ITIL processes and best practices.
* Experience implementing and maturing IT service delivery processes in a structured, process-driven environment.
* Excellent stakeholder management and relationship-building skills at all levels.
* Skilled in managing third-party vendors and IT service contracts.
* Strong customer-focused mindset, with a balance between service quality, SLAs, and business outcomes.
* Outcome-oriented, proactive, and resilient, with the ability to navigate complex challenges while maintaining process integrity.