Information Technology Service Delivery Manager

3 weeks ago

West Yorkshire, United Kingdom La Fosse Full time

Our global client are seeking an experienced Service Management Lead to join their team. This role is critical in acting as the lead in Service Management where you will focus on the strategic direction, governance, and ongoing enhancement of ITSM processes.


Your Role:

As a Service Management Lead, you will focus on the strategic direction, governance, and ongoing enhancement of IT Service Management (ITSM) processes, with a focus on ITIL Service Design, Service Transition, and the IT Service Management Office. This role ensures that services are effectively designed, transitioned, and managed to meet both business and operational needs.


You will lead a team of ITSM professionals, collaborating with business units, service owners, and technical teams to deliver seamless service, maintain adherence to ITIL frameworks, and align with the organization’s business objectives.


Key Responsibilities:

Service Design and Transition:

  • Lead the Service Design process, ensuring new or modified services meet organizational needs for capacity, availability, continuity, and security.
  • Oversee the Service Transition process, including release, change, and deployment management, ensuring smooth transitions from development to operations.
  • Manage the development and maintenance of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs).
  • Ensure service design and transitions align with ITIL best practices and the specific needs of the business.


ITSM Process Ownership and Governance:

  • Serve as the primary owner of core ITSM processes, including Incident, Problem, Change, Release, Service Request, IT4IT demand (Request for Work), and Knowledge Management.
  • Oversee and ensure alignment of the Major Incident Management process with Disaster Recovery (DR) and Business Continuity (BC) teams across the organization.
  • Develop and enforce ITSM policies, procedures, and guidelines to drive continuous improvement in service management practices.
  • Maintain effective Change Management processes to reduce risk and ensure service stability.


ITSMO Leadership:

  • Establish and lead the IT Service Management Office (ITSMO), ensuring governance and oversight of all ITSM activities within the organization.
  • Lead the development and optimization of ITSM tools and systems (e.g., ServiceNow ITSM) to enhance operational efficiency.
  • Develop KPIs, metrics, and reports to measure the performance of IT services and ITSM processes.
  • Act as the escalation point for critical incidents and service disruptions, ensuring timely resolution and clear communication to stakeholders.


CSI and Innovation:

  • Champion initiatives aimed at improving the quality and efficiency of IT services by incorporating best practices from DevOps, Agile, and Automation.
  • Promote a culture of Continuous Service Improvement (CSI), ensuring ongoing optimization of services to meet evolving business requirements.
  • Identify opportunities to integrate automation and AI technologies into service management processes, enhancing efficiency and reducing manual work.


Team Leadership and Development:

  • Lead and mentor the ITSM team, ensuring alignment with the organization's strategic goals.
  • Develop a high-performing team of service management professionals, fostering a collaborative and excellence-driven culture.
  • Implement training and development plans to ensure team members maintain expertise in ITIL, ITSM practices, and service delivery.


Requirements:

  • 10+ years of experience in IT Service Management, including at least 5 years in a leadership role.
  • ITIL Certification
  • Proven experience in Service Design and Service Transition within complex IT environments.
  • Strong proficiency with ITSM platforms (e.g., ServiceNow)
  • Experience managing SLAs, OLAs, and other contractual agreements.
  • Solid understanding of DevOps, Agile methodologies, and Automation within the ITSM context.
  • Exceptional stakeholder engagement.
  • Strong analytical and problem-solving abilities, with the capacity to work under pressure.



If this is a role you are interested in, please apply below 👇

  • Information Technology Service Delivery Manager

    3 weeks ago

    West Yorkshire, United Kingdom La Fosse Full time

    Our global client are seeking an experienced Service Management Lead to join their team. This role is critical in acting as the lead in Service Management where you will focus on the strategic direction, governance, and ongoing enhancement of ITSM processes. As a Service Management Lead, you will focus on the strategic direction, governance, and ongoing...

  • Information Technology Service Delivery Manager

    3 weeks ago

    West Yorkshire, United Kingdom La Fosse Full time

    Our global client are seeking an experienced Service Management Lead to join their team. This role is critical in acting as the lead in Service Management where you will focus on the strategic direction, governance, and ongoing enhancement of ITSM processes. As a Service Management Lead, you will focus on the strategic direction, governance, and ongoing...

  • Information Technology Service Delivery Manager

    2 weeks ago

    West Yorkshire, United Kingdom La Fosse Full time

    Our global client are seeking an experienced Service Management Lead to join their team. This role is critical in acting as the lead in Service Management where you will focus on the strategic direction, governance, and ongoing enhancement of ITSM processes. Your Role: As a Service Management Lead, you will focus on the strategic direction, governance,...

  • Information Technology Service Delivery Manager

    2 weeks ago

    West Yorkshire, United Kingdom La Fosse Full time

    Our global client are seeking an experienced Service Management Lead to join their team. This role is critical in acting as the lead in Service Management where you will focus on the strategic direction, governance, and ongoing enhancement of ITSM processes. Your Role: As a Service Management Lead, you will focus on the strategic direction, governance,...

  • Head of Information Technology

    1 day ago

    West Sussex, United Kingdom CODA Technology Services Full time

    We are seeking a permanent Head of IT to lead the strategy, development, and delivery of IT services for a global leisure brand.This is a great opportunity for an experienced hands-on leader to help define future IT strategy and oversee exciting transformational initiatives, coupled with building and leading the IT team. The company are entering an exciting...

  • Head of Information Technology

    1 day ago

    West Sussex, United Kingdom CODA Technology Services Full time

    We are seeking a permanent Head of IT to lead the strategy, development, and delivery of IT services for a global leisure brand. This is a great opportunity for an experienced hands-on leader to help define future IT strategy and oversee exciting transformational initiatives, coupled with building and leading the IT team. The company are entering an...

  • Head of Information Technology

    2 days ago

    West Sussex, United Kingdom CODA Technology Services Full time

    We are seeking a permanent Head of IT to lead the strategy, development, and delivery of IT services for a global leisure brand. This is a great opportunity for an experienced hands-on leader to help define future IT strategy and oversee exciting transformational initiatives, coupled with building and leading the IT team. The company are entering an...

  • Head of Information Technology

    14 hours ago

    West Sussex, United Kingdom CODA Technology Services Full time

    We are seeking a permanent Head of IT to lead the strategy, development, and delivery of IT services for a global leisure brand.This is a great opportunity for an experienced hands-on leader to help define future IT strategy and oversee exciting transformational initiatives, coupled with building and leading the IT team. The company are entering an exciting...

  • Head of Information Technology

    2 days ago

    West Sussex, United Kingdom CODA Technology Services Full time

    We are seeking a permanent Head of IT to lead the strategy, development, and delivery of IT services for a global leisure brand.This is a great opportunity for an experienced hands-on leader to help define future IT strategy and oversee exciting transformational initiatives, coupled with building and leading the IT team. The company are entering an exciting...

  • Chief Information Officer

    3 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Chief Information Officer

    3 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Financial Services Manager

    3 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job Title: Financial Services ManagerService Care Solutions Ltd is seeking a highly skilled Financial Services Manager to join our team. As a key member of our finance department, you will be responsible for providing a comprehensive financial support service to our customers.Main Responsibilities:Support the Safety Valve Program by providing financial...

  • Financial Services Manager

    3 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job Title: Financial Services ManagerService Care Solutions Ltd is seeking a highly skilled Financial Services Manager to join our team. As a key member of our finance department, you will be responsible for providing a comprehensive financial support service to our customers.Main Responsibilities:Support the Safety Valve Program by providing financial...

  • Chief Information Officer

    1 month ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Chief Information Officer

    4 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Chief Information Officer

    4 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Chief Information Officer

    3 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Chief Information Officer

    3 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled and experienced Chief Information Officer to join our team at Service Care Solutions Ltd.About the RoleThe successful candidate will be responsible for providing the main contact point for all adult social care enquiries, handling both telephone and electronic contacts in a high-volume team.The ideal candidate will...

  • Financial Services Manager

    2 weeks ago

    West Yorkshire, United Kingdom Service Care Solutions Ltd Full time

    Job SummaryWe are seeking a highly skilled Financial Services Manager to join our team at Service Care Solutions Ltd. As a key member of our finance department, you will be responsible for providing a comprehensive financial support service to our customers.Main ResponsibilitiesSupporting the Safety Valve Program.Managing a team of 6, including 2 Senior...

  • Information and Communications Technology Manager

    2 months ago

    Kingswinford, West Midlands, United Kingdom Handicare Stairlifts UK Full time €45,000 - €55,000

    We have an exciting opportunity for an ICT Service Manager to join our IT team based at our site in Kingswinford, West Midlands. The ICT Service Manager will play a crucial role in ensuring the optimal performance and reliability of our organisation's ICT services. Tasked with overseeing internal ICT operations, this position will ensure that our...