IT Service Delivery Manager -
Salary: £45,000 - £50,000 + £6,600 annual shift allowance
Location: St Ives, Cambridgeshire (On-site working)
Full-time 24x7 Shift Environment (4 days on - 4 days off)
About the Role
We are looking for an experienced Performance Manager to play a critical role within a high-performing National Operations Centre environment. This position is central to ensuring the consistent, high-quality delivery of service operations across a 24x7 service landscape.
You will lead operational performance during your shift, ensuring incidents and service requests are managed efficiently, service levels are met and customers receive a reliable and responsive service. Acting as a key point of coordination across multiple teams, you will drive service excellence, continuous improvement and operational resilience.
Key Responsibilities:
* Lead service operations during shift, ensuring seamless 24x7 service coverage
* Take ownership of major incidents, acting as escalation point and ensuring effective resolution
* Monitor and drive performance against SLAs, OLAs and KPIs, identifying trends and improvements
* Oversee all tickets within the service management platform, ensuring full lifecycle management
* Coordinate across internal teams, field engineers, and external partners to ensure aligned service delivery
* Ensure adherence to core Service Management processes (Incident, Change, Problem, Request, Knowledge)
* Provide regular reporting on incident trends, performance metrics and service improvements
* Maintain business continuity and ensure contingency plans are followed during shift
* Support and lead team members, fostering a culture of accountability, collaboration and continuous improvement
* Communicate clearly with customers regarding service updates, planned works, and outages
* Identify and implement service improvement initiatives
Skills & Experience:
* Strong understanding of service management principles (ITIL or similar)
* Experience managing performance against SLAs, KPIs and operational targets
* Proven ability in incident management and escalation handling
* Experience leading or supporting teams in a service desk or NOC environment
* Familiarity with service management tools (e.g., ServiceNow, Jira or similar)
* Strong analytical skills with the ability to interpret data and drive improvements
* Excellent communication and stakeholder management skills
* Experience in a 24x7 or shift-based operational environment is highly desirable
Qualifications
* ITIL Foundation (or equivalent) preferred
* Relevant experience in Service Desk, NOC or Managed Services environments
* Degree or equivalent professional experience desirable
What You'll Bring
* A strong sense of ownership and accountability
* The ability to remain calm and effective under pressure
* A collaborative mindset with the confidence to influence outcomes
* A passion for delivering high-quality service and continuous improvement
Why Apply?
This is an opportunity to play a key role in a critical operations environment where your decisions directly impact service performance and customer experience. You'll be part of a collaborative team focused on delivering excellence and driving meaningful improvements.