IT Service Delivery Manager

IT Service Delivery Manager

£55,000-£65,000 + Bonus

4 Days Onsite per week, Brentwood

Are you passionate about developing people, improving IT services, and creating a Service Desk that delivers an outstanding customer experience?

We're working with an organisation that's investing in the next phase of its IT Service Delivery capability. Following a period of organisational change, the focus is firmly on developing the Service Desk team, enhancing ITSM processes, and continuing to raise service standards across the business.

This is a fantastic opportunity for an experienced IT Service Delivery Manager who enjoys coaching and mentoring others, driving operational improvements, and making the most of modern ITSM platforms through automation, AI-assisted capabilities, self-service and smarter ways of working to create a more efficient, proactive and customer-focused support function.

The Role

People leadership is at the heart of this opportunity.

You'll lead an established Service Desk team, helping individuals develop their technical capability, building confidence, creating clear progression pathways and fostering a collaborative, high-performing culture.

Alongside developing the team, you'll take ownership of the IT Service Management function, identifying opportunities to streamline processes, improve workflows and make better use of the capabilities available within the ITSM platform. From automation and AI-assisted workflows through to self-service and knowledge management, you'll help shape a modern support function that enables both analysts and end users to work more effectively.

As part of a wider cohort of IT Leads, you'll work collaboratively across Infrastructure, Applications and other technology teams to continually improve end-to-end service delivery. You'll provide technical leadership when required, acting as a senior escalation point for complex issues and leading the response to major incidents, ensuring effective communication, coordination and continuous learning across the IT function.

Key Responsibilities

• Lead, coach and develop the Service Desk team, creating an environment where people are supported to grow and succeed.
• Build a positive, collaborative culture with a strong focus on customer service and continual improvement.
• Drive improvements across Incident, Problem, Change and Request Management processes.
• Maximise the value of the ITSM platform by introducing smarter workflows, automation, AI-assisted capabilities, self-service and knowledge management to improve both the customer and analyst experience.
• Lead Major Incident Management, coordinating technical teams, stakeholder communications and post-incident reviews.
• Act as a senior technical escalation point for complex issues where required.
• Use reporting, KPIs and service metrics to identify trends and drive continual service improvement.
• Work closely with Infrastructure and wider IT teams to improve end-to-end service delivery.
• Champion modern ITSM practices, continually exploring new platform capabilities and technologies that improve efficiency, reduce manual effort and enhance service quality.

About You

We're looking for someone who combines strong people leadership with a passion for improving IT operations.

You'll ideally bring:

• Experience leading and developing an IT Service Desk or IT Support team.
• A proven track record of coaching, mentoring and developing technical teams.
• Hands-on experience improving ITSM processes, workflows and operational efficiency.
• Experience introducing automation, self-service and continual service improvement initiatives.
• Experience getting the most from enterprise ITSM platforms such as Jira Service Management, ServiceNow or Freshservice, with Jira experience particularly advantageous.
• Strong Major Incident Management experience.
• Sufficient technical breadth across Microsoft technologies to act as a credible escalation point for the team.
• An ITIL background together with a continuous improvement mindset.

If you're someone who enjoys developing people every bit as much as improving technology and processes, and you'd like the opportunity to shape the future of a growing IT Service function, we'd love to hear from you.

A quick start sought, so please apply today for immediate CV review.

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