Salary: £50,000 - 55,500 per year Requirements:
* Proven experience leading a customer-focused IT team in a multi-site environment.
* Strong understanding of service management tools, asset management, and vendor governance.
* Knowledge of ITIL processes.
* Technical knowledge across IT hardware, software, networks, telephony, and business applications, primarily with Microsoft experience in a hybrid Cloud environment.
* A track record of delivering service improvements through automation and innovation to enhance user experience.
* Confident communicator who can influence at all levels and effectively represent IT across the organization.
Responsibilities:
* I will lead, develop, and inspire our Service Desk Analysts, ensuring excellent customer service at every interaction.
* Act as a key escalation point for IT support queries, providing guidance, mentorship, and technical expertise.
* Drive service improvements by optimizing processes, documentation, and knowledge sharing.
* Manage the end-to-end IT asset lifecycle, ensuring compliance, governance, and effective use of tools like Microsoft Intune and Defender.
* Oversee vendor and contractor performance, support procurement discussions, and ensure value for the business.
* Monitor key service metrics and take proactive steps to improve them.
* Represent the Service Desk in senior IT forums, project service transitions, and Change Advisory Boards.
* Ensure IT services align with the ITIL framework, maintaining robust documentation and conducting regular reviews.
Technologies:
* Cloud
* Hardware
* Support
* ITIL
* Microsoft Intune
More:
We are looking for an IT Service Delivery Manager to take ownership of our 1st Line Service Desk and 2nd Line Technical Services Teams. This is a fantastic opportunity to shape the way IT support is delivered across our multi-site organization, ensuring that our colleagues receive the very best service while driving continuous improvement and innovation. With customers at the heart of our organization, you will innovate the ways your team delivers service and put user experience at the forefront of our processes.
This is an office-based role in Birmingham, so please apply only if you are willing to work in the office on a full-time basis.
We offer a permanent opportunity with a salary range of £50,000 - £55,500. Benefits include up to 8% pension match, 25 days holiday plus Bank Holidays, an increasing holiday allowance with service (up to a maximum of 30 days), annual professional body membership paid for, life cover, and access to an online retail discounts portal.
As an equal opportunity recruitment company, we welcome applications from all suitably qualified individuals regardless of race, sex, disability, religion, sexual orientation, or age. We are particularly committed to Neurodiversity inclusion and offer reasonable adjustments during the interview process for candidates who may need support.
last updated 38 week of 2025