Service Delivery Manager

New Yesterday

About the Role

We are seeking an experienced Service Delivery Manager for an initial period of 6 months to lead and develop key IT operational services that support critical organisational services.

You will play a pivotal leadership role within the technology function, ensuring reliable, high-quality and customer-focused delivery of IT and digital services across the organisation.

You will have overall responsibility for the IT Service Desk, End User Computing, Audio Visual Support and Data Centre Operations teams, ensuring services are delivered in line with agreed service levels while driving continuous improvement and modernisation.

Key Responsibilities

- Lead and manage IT operational teams, fostering a high-performance, collaborative culture.
- Ensure effective delivery of IT services across the organisation.
- Act as the senior escalation point for major incidents, problems and service risks.
- Oversee service desk operations, end user support, AV services and data centre operations.
- Manage suppliers and contracts to ensure quality and value for money.
- Drive continual service improvement in line with ITIL best practice.
- Support digital transformation and service modernisation initiatives.
- Ensure services are secure, resilient and compliant with policies and standards.
- Manage budgets, resources and workforce planning.

Essential Skills & Experience

You will have:

- Proven experience in an IT service delivery, service desk or operational management role in a large, complex organisation.
- Strong technical knowledge across Microsoft technologies, MDM, security tools, networking and infrastructure.
- Experience leading and developing IT teams.
- Practical experience of ITIL, incident, problem and change management.
- Experience managing suppliers and third-party contracts.
- Strong communication and stakeholder management skills.
- Knowledge of cyber security, resilience and business continuity.
- Experience supporting digital transformation programmes.
- Experience with AI products and solutions (desirable).

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.
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Location:
Stoke-On-Trent
Salary:
£55,000
Job Type:
FullTime
Category:
IT

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