Service Delivery Manager (Contract) - ITIL Kent BASED Hybrid working We're looking for an experienced Service Delivery Manager to join a leading organisation on a contract basis. You'll play a key role in ensuring that IT services run smoothly for a critical business unit, driving improvements, and acting as a trusted point of escalation. This is a fantastic opportunity to contribute your expertise within a purpose-driven organisation making a real impact in people's lives. The role Service Delivery Manager to ensure the delivery of high-quality IT services to your allocated business unit. Act as the primary escalation point for incidents, problems, and service requests. Produce and present clear service reports, including monthly service reviews and incident summaries. Build strong relationships with internal stakeholders and external suppliers. Support project transitions, making sure new services are embedded and supported effectively. Contribute to a culture of continuous improvement, collaboration, and accountability across IT and business teams. About you Strong background in IT Service Management (end-to-end lifecycle). Experience running or overseeing Service Desk / Desktop Support functions. Skilled in incident and problem management, with a proven record of handling escalations. Knowledge of ITIL best practices (certification preferred). Comfortable working with multiple third parties and geographically distributed teams. Excellent communicator, able to engage with technical and non-technical stakeholders alike. What's on offer Contract role in a values-driven organisation. Hybrid working - 2 days on site The chance to shape service delivery and make a tangible difference to staff and beneficiaries. Engagement via Umbrella Company Only; all taxes & NI deducted at source. Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.