Information Technology Service Delivery Manager

Front Office Service Manager / Information Technology Service Delivery Manager

• Location: Leavesden (Watford)
• Permanent Role
• Department: Technology & Sustainability
• Reports to: Head of IT Services & Operations
• Team Size: 6-10 Direct Reports

Salary & Benefits

• Basic Salary £80K
• Discretionary Bonus 14%
• Company Car or £5K Car Allowance
• Free Private Healthcare
• 3 days on-site in Watford

Interview Process

• 1st Stage: 20-30 min prescreen (Teams)
• 2nd Stage: Technical interview with 2 senior leaders (F2F)
• 3rd Stage: Presentation + interview with hiring manager & 2 senior leaders

Summary

Experienced IT Service Manager specialising in front office service delivery, driving performance, efficiency, and continuous improvement. Skilled in ITIL, SIAM, stakeholder management, and delivering measurable business value.

Key Responsibilities

• Lead end-to-end delivery of front office IT services
• Partner with stakeholders to align IT with business needs
• Monitor SLAs, KPIs & service performance
• Manage multi-vendor environments (SIAM)
• Oversee incident, problem & change management
• Control service costs & budgets
• Drive continuous improvement & automation

Services Managed

• Service Desk & End-User Support
• Devices (Laptops, Desktops, Tablets)
• Mobile & Telephony
• Software Asset Management
• Printing, Scanning & Peripherals

Key Achievements

• SLA & uptime performance
• Incident resolution speed
• User satisfaction
• Service improvements delivered
• Budget control

Skills

• ITIL & SIAM
• Stakeholder Management
• Vendor Management
• IT Asset Management
• Process Improvement

Core Strengths

• Customer-focused
• Results-driven
• Strong communicator
• Continuous improvement mindset