IT Service Delivery Manager

Build your career and be a part of a great team

Company Overview

Coinford is a groundworks and concrete frame specialist that deliver contracts ranging from £1million to £50million throughout London and the Southeast of England.

Role Purpose/Objective

As an IT Service Delivery Manager, you are responsible for ensuring effective delivery of IT services to meet business requirements, maintaining high levels of customer satisfaction, and ensuring adherence to SLAs and IT policies across the organisation. Hands-on technical ability in key IT systems (Microsoft 365, SharePoint) and ability to mentor and support the existing team members.

Key responsibilities

• Oversee the day-to-day operation of IT service delivery, ensuring consistent, reliable, and efficient support for all users.
• Manage the IT Service Desk function, including incident, problems, and request management, in line with ITIL best practices.
• Monitor and report on SLA performance, identifying trends and areas for improvement.
• Act as the primary point of contact for escalations from the business regarding IT services.
• Liaise with internal teams, third-party vendors, and stakeholders to ensure seamless delivery of IT solutions.
• Monitor payments/purchases and reconcile invoices against spend.
• Develop and maintain service documentation, processes, and knowledge base articles.
• Drive continuous improvement initiatives across the IT service lifecycle.
• Ensure change management processes are followed to minimise disruption to business operations.
• Support the planning and implementation of new technologies and upgrades with minimal business impact.
• Ensure compliance with IT security and data protection policies.
• Mentor and develop IT support staff, providing guidance and development opportunities.

Experience/skills required

• Proven experience as a Service Delivery Manager or similar role within IT operations across a multi-site environment.
• Excellent knowledge of technical management, information analysis and of computer hardware/software systems.
• Hands-on experience with computer networks, network administration and network installation.
• Demonstrable proficiency in desktop applications (Office 365) particularly MS Excel.
• Power Platform Apps (Power BI, Power Automate), SharePoint.
• Proficiency and strong experience in cloud platforms (Specifically Azure/Entra).
• Experience and solid understanding of Microsoft Licensing.
• Strong understanding of ITIL principles and service management best practices.
• Ability to learn, adapt and develop new skills as technology changes as required.
• Detailed knowledge of industry's best practice processes.
• Proven ability to motivate and guide a team.
• Excellent organisational skills.
• Excellent analytical and problem-solving skills.
• Understanding of complex information and requirements.
• Good prioritisation skills and be flexibility to adapt plans.
• An ability to work to tight deadlines and within constraints.
• ITIL Foundation certification (v3 or v4).
• Experience working in a multi-site and/or field-based environment.
• Familiarity with Azure and cloud-based service management.
• Familiarity and proficiency in Power Platform (Power BI, Power Automate).

Essential

• Proven experience as a Service Delivery Manager or similar role within IT operations across a multi-site environment.
• Excellent knowledge of technical management, information analysis and of computer hardware/software systems.
• Hands-on experience with computer networks, network administration and network installation.
• Demonstrable proficiency in desktop applications (Office 365) particularly MS Excel.
• Power Platform Apps (Power BI, Power Automate), SharePoint.
• Proficiency and strong experience in cloud platforms (Specifically Azure/Entra).
• Experience and solid understanding of Microsoft Licensing.
• Strong understanding of ITIL principles and service management best practices.
• Ability to learn, adapt and develop new skills as technology changes as required.
• Detailed knowledge of industry's best practice processes.
• Proven ability to motivate and guide a team.
• Excellent organisational skills.
• Excellent analytical and problem-solving skills.
• Understanding of complex information and requirements.
• Good prioritisation skills and be flexibility to adapt plans.
• An ability to work to tight deadlines and within constraints.

Desirable

• ITIL Foundation certification (v3 or v4).
• Experience working in a multi-site and/or field-based environment.
• Familiarity with Azure and cloud-based service management.
• Familiarity and proficiency in Power Platform (Power BI, Power Automate).

Why join us?

• 25 Days Annual Leave - Plus bank holidays, ensuring a healthy work-life balance.
• Weekly Yoga Sessions - Relax and recharge with company-sponsored yoga every Wednesday.
• Pension & Salary Sacrifice Scheme - Helping you save for the future with tax-efficient contributions.
• Death in Service Insurance Scheme - Providing financial security for your loved ones.
• Employee Assistance Programme (EAP) - Confidential support for personal and professional challenges.
• Training & Development Opportunities - Invest in your growth with learning and career progression support.

Information & Communication Technology Help Desk & IT Support