IT Operations Service Delivery Manager Are you passionate about redefining what great IT service delivery looks like? Were working with a leading organisation who are transforming the way they deliver IT services across the business. This is not a role about ticking SLA boxes or racing through tickets, its about creating a seamless, user-focused service experience. All services are currently delivered through external suppliers, so theres no direct people management. Instead, the IT Operations Service Delivery Manager role is about shaping best practice, influencing suppliers and setting the future direction of service delivery. Were looking for someone who: Brings a breadth of experience from different organisations and can adapt to both complex and fast-moving environments. Has experience working with XLA (Experience Level Agreements) and XPI (Experience Performance Indicators), shifting focus from service metrics to genuine user outcomes. Understands modern Cloud Service Management and is comfortable working in Agile and DevOps-led environments. Ideally holds certifications such as ITIL, ISO 20000 or similar, with a strong understanding of governance and continual improvement frameworks. Is a hands-on doer with a forward-thinking mindset, ready to roll up their sleeves and make a real impact. This is a fantastic opportunity to join at a time of change, with the chance to make a lasting impact on how IT services are delivered and experienced. If youre excited by the idea of building something better, not just maintaining the status quo, wed love to hear from you. This role is Hybrid, 2 3 days a week in the office but there may be times when you need to available in the office more when required. There is also travel required between offices in the Manchester area and an office in the East Midlands.