Interim IT Service Delivery Manager (Contract)
Location: Rugby (2-3 days per week onsite)
Duration: 6 months
SC CLEARANCE IS HIGHLY PREFFERED - SC CLEARANCE ELIGIBILITY IS ESSENTIAL
Overview
We are seeking an experienced IT Service Delivery Manager to bring structure, visibility and operational governance to a UK IT function. This is a hands‑on contract role focused on improving service management, stakeholder engagement and operational performance.
Key Responsibilities
* Act as the operational interface between local IT teams and corporate Centres of Excellence (CoEs).
* Establish core service management processes, metrics, KPIs and reporting.
* Define and implement SLA/OLA frameworks with business stakeholders.
* Produce weekly service reporting covering incidents, requests, escalations, risks and service performance.
* Drive ticket, incident and problem management improvements.
* Coordinate escalations across internal teams, CoEs and third‑party suppliers.
* Lead regular service review meetings and operational governance forums.
* Improve visibility of demand, workload, priorities and capacity.
* Identify service, process and ownership gaps and implement practical improvements.
* Maintain a focused service improvement roadmap.
* Provide concise weekly updates to senior IT leadership.
Required Experience
* Proven IT Service Delivery Management experience.
* Experience operating within immature or low‑process IT environments.
* Ability to build service reporting, KPIs and SLA frameworks from scratch.
* Strong stakeholder, supplier and escalation management skills.
* Practical, pragmatic ITIL experience.
* Experience delivering service improvements within complex, matrix organisations.
* Confident engaging with senior business stakeholders and technical teams.
* Experience within manufacturing, engineering, defence, regulated or other complex enterprise environments.
Expected Outcomes
Within 3–6 months, you will have:
* Established service metrics, reporting and governance.
* Defined escalation paths and SLA/OLA measures.
* Improved visibility of ticket, incident and service trends.
* Increased engagement between local teams and corporate CoEs.
* Clarified operational ownership and responsibilities.
* Delivered a practical service improvement roadmap.
* Reduced operational escalations reaching senior leadership.
* Improved control and stability of BAU service delivery.
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