Service Delivery Manager
Sign up free to see how well your resume matches this role.
What you'll do
- Led and managed Service Desk and IT Operations teams, overseeing workload planning, performance management, recruitment, training, and professional development.
- Owned end-to-end IT service delivery, ensuring high service levels, effective incident management, continual service improvement, and operational excellence.
- Implemented and maintained ITIL-aligned processes, service reporting, asset management, software licencing compliance, and audit requirements.
- Managed key third-party suppliers, service contracts, and stakeholder relationships, ensuring effective communication between business users and IT teams.
- Produced business cases, operational documentation, and service review reports while driving efficiency improvements and service enhancements.
- Supported the transition of new technologies into operational support, collaborating with technical and business stakeholders to align IT services with organisational objectives.
- Championed customer service excellence, equality and diversity, staff wellbeing, health and safety, and continuous improvement across the IT function.
What they're looking for
- Proven experience managing an IT Service Desk or IT Support function
- Strong service management and operational leadership skills
- Experience working within ITIL-based environments
- A track record of driving service improvement and managing service performance
- Excellent stakeholder management and communication skills
- Experience leading and developing technical support teams
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Service Delivery Manager
£400 Per Day, Inside IR35Cardiff
Hybrid
1-Month Contract Initially
Immediate Start
Your new company
An organisation based in Cardiff.
Your new role
The Service Delivery Manager will lead and maintain the customer-focused IT service desk and manage the second line team responsible for delivering day-to-day IT support services. They will manage the delivery of third-party provided services and implement IT projects with accountability for IT service delivery.
Responsibilities- Led and managed Service Desk and IT Operations teams, overseeing workload planning, performance management, recruitment, training, and professional development.
- Owned end-to-end IT service delivery, ensuring high service levels, effective incident management, continual service improvement, and operational excellence.
- Implemented and maintained ITIL-aligned processes, service reporting, asset management, software licencing compliance, and audit requirements.
- Managed key third-party suppliers, service contracts, and stakeholder relationships, ensuring effective communication between business users and IT teams.
- Produced business cases, operational documentation, and service review reports while driving efficiency improvements and service enhancements.
- Supported the transition of new technologies into operational support, collaborating with technical and business stakeholders to align IT services with organisational objectives.
- Championed customer service excellence, equality and diversity, staff wellbeing, health and safety, and continuous improvement across the IT function.
What you'll need to succeed
- Proven experience managing an IT Service Desk or IT Support function
- Strong service management and operational leadership skills
- Experience working within ITIL-based environments
- A track record of driving service improvement and managing service performance
- Excellent stakeholder management and communication skills
- Experience leading and developing technical support teams
What you'll get in return
Hybrid Working
Up to £400 Per Day, Inside IR35
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#4830385 - Sean O'NeillCompany
Company facts come from this company's own listings. We only show what the postings themselves carry.