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Northampton
Ref: VA3557
#OFE
Benefits
* Competitive salary plus performance related bonus
* 29 days holiday including public holidays plus additional days with service
* Pension contributions
* Referral bonus scheme
* Enhanced parental leave
* Enhanced sick pay
* Wagestream-a Financial Wellbeing app giving you ultimate pay control! Get paid when you want, save monthly, enjoy shopping discounts, explore your benefits, and even connect with a financial coach.
* Talk to us about flexible working
* VIP Awards - colleague recognition scheme
* Cycle to work scheme
* Benefits App - virtual GP appointments, employee assistance programme (EAP), cycle to work, high street discounts, discounted vehicle maintenance & repairs and so much more!
* Steer Academy provides accredited ongoing training - paid for by the business
* Opportunities for career progression
Role Overview
Steer Automotive Group is looking for an experienced Service Delivery Manager to lead our IT Service Desk function and drive service excellence across a growing multi-site organisation.
This is a key operational leadership role, responsible for ensuring our IT services are stable, secure, and aligned with business priorities. You'll manage a small service desk team, act as the escalation point for major incidents, and play a central role in shaping service performance, governance, and continual improvement.
If you thrive in fast-paced environments, enjoy working closely with senior stakeholders, and have a passion for delivering high-quality IT support at scale - we'd love to hear from you.
Key Responsibilities
Service Delivery & Operations
* Own day-to-day IT service delivery across all Steer business units
* Ensure services remain stable, responsive, and aligned to operational needs
* Lead joiner, mover and leaver processes with a strong focus on day-one readiness
Incident & Major Incident Management
* Take ownership of Incident and Major Incident Management within the Service Desk
* Ensure incidents are logged, prioritised and resolved within agreed SLAs
* Coordinate major incident response with clear communication and rapid restoration
* Lead post-incident reviews, root cause analysis, and corrective action tracking
* Use incident trends to improve resilience and reduce repeat issues
Service Requests & IT Asset Procurement
* Coordinate service requests across the organisation in line with business impact
* Oversee ordering, provisioning, recovery and reallocation of IT equipment
* Enforce asset standards and challenge non-standard requests to reduce risk and cost
Cyber Security & Compliance
* Ensure daily security checks are completed and risks escalated appropriately
* Support cyber assurance activities, audits and customer security requirements
* Help enforce Steer security policies across users, suppliers and services
Reporting, KPIs & Governance
* Own Service Desk performance reporting and KPI visibility
* Build and maintain the IT KPI pack with inputs from Technical Services and Applications
* Produce daily, weekly and monthly reporting on SLAs, backlog and trends
* Maintain a monthly Risk Register including cyber risks for senior leadership
Blueprint & Supplier Management
* Support adoption of the Steer IT Blueprint and prevent unmanaged technology sprawl
* Act as the operational interface with key IT suppliers
* Lead service reviews, challenge underperformance and drive improvement
* Manage stakeholder expectations across Managing Directors and operational teams
Qualifications and Skill
* Strong IT Service Management (ITSM) expertise and Service Desk leadership
* Extensive experience in IT security architecture and advanced IT support
* Strong technical knowledge of:
* Microsoft 365
* Networking protocols, VPNs, firewalls
* Cloud platforms, telephony systems
* HP hardware and enterprise infrastructure
* Experience supporting a multi-regional environment (2,000+ users)
* Proven ability to manage senior stakeholders and business-critical escalations
* Deep understanding of IT security best practices
Why Join Us?
At Steer Automotive Group, IT plays a critical role in enabling our continued growth and operational success. You'll be joining a forward-thinking team where service delivery, security and continuous improvement are at the heart of everything we do.
This is an exciting opportunity to make a real impact at scale.
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