IT Service Delivery Manager

4 weeks ago


Middlesbrough, Middlesbrough, United Kingdom 83zero Full time
Lead IT Support Services Team

Middlesbrough (Hybrid, 2-3 days in the office)
Salary: £75,000 to £95,000 per annum

Drive digital transformation and lead a dynamic IT support team at a forward-thinking UK-based software company. Ensure the smooth operation of technology services and collaborate with teams from Customer Services, Solution Delivery, and Engineering.

About the Role:

As the Head of Support Services, you will be responsible for delivering reliable, resilient, and secure technology services across the business. You will lead the IT service desk, ensuring the availability and reliability of the systems, processes, and platforms that power day-to-day operations.

  • Lead and develop the IT support services team through coaching, mentoring, and training.
  • Manage service level agreements (SLAs) with internal and external stakeholders.
  • Maintain and update the service catalogue and asset inventory for internal users and business units.
  • Drive continuous service improvement, using metrics, KPIs, and customer feedback to assess performance.
  • Oversee the change management process, ensuring changes are controlled to minimise disruption.
  • Manage service incidents and problems, ensuring swift resolution and clear communication.
  • Monitor and manage IT service capacity and performance to meet future demand.
  • Ensure compliance with industry standards and regulations governing IT services.
  • Promote a culture of continuous improvement within the IT service delivery function.
Requirements:
  • Proven experience in IT service delivery, ideally within a technology or managed services environment.
  • A strong track record of managing changes to IT services with minimal disruption.
  • Knowledge of ITIL or ISO20000-based service delivery functions.
  • Experience implementing ITIL v4 practices.
  • Experience in IT budgeting, risk management, and vendor management.

Are you ready to lead a high-performing IT support team and drive service excellence?



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