We are partnering with a leading organisation operating in a complex, international IT environment to recruit an
IT Service Delivery Manager
.
This is a key role within a local Digital & IT team, responsible for ensuring high-quality IT services are delivered seamlessly to the business.
This position would suit someone who enjoys working at the intersection of people, process, and technology, and who thrives in a hands-on, fast-moving environment.
The Role
As IT Service Delivery Manager, you will oversee day-to-day IT operations, ensuring internal users receive reliable, efficient, and professional IT support.
You'll work across a mixed landscape of global and local systems, legacy and next-generation platforms, and multiple vendors and support teams.
This is a pivotal role in ensuring all IT components work together effectively to support the wider business.
Key Responsibilities
Lead, mentor, and support a small IT support team, acting as an escalation point for complex issues
Manage the IT Service Desk, ensuring tickets are handled efficiently and service levels are met
Oversee IT infrastructure support, including capacity planning, patching, asset lifecycle, and troubleshooting
Provide first-line network support and coordinate escalations with global teams or specialist vendors
Manage third-party IT service providers and ensure SLAs and processes are adhered to
Drive continuous improvement by documenting, reviewing, and optimising IT support processes
Maintain a strong focus on end-user satisfaction through high-quality service delivery
About You
You are an experienced IT Service Management professional with a strong technical foundation and a collaborative mindset.
You're curious, detail-oriented, and comfortable adapting to changing priorities.
You'll ideally bring:
Solid experience in IT Service Management, including ITIL processes, helpdesk operations, and vendor management
Broad technical knowledge across hardware, networks, applications, and infrastructure
Strong problem-solving and analytical skills
Excellent communication skills, with the ability to translate between technical and non-technical audiences
Experience leading or mentoring small teams
A proactive approach to improving processes and ways of working
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