teamtailor
IT Service Delivery Manager
Bensons for Beds
Accrington, GBR
Full-time
Senior
Hybrid
GBP 55000-55000 yearly / year
Discovered 2 weeks ago
ITIL
Free
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ITIL
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Main Responsibilities for IT Service Delivery Manager Roles
- Manage the end-to-end delivery of IT services in line with agreed service level agreements and business requirements
- Build strong relationships with internal stakeholders, users, suppliers, and technology service providers
- Monitor service performance, availability, capacity, and customer satisfaction, taking action where improvements are required
- Lead the management of incidents, service requests, problems, and escalations to ensure timely resolution
- Coordinate major incident management activities and provide clear communication to stakeholders throughout the process
- Own service reporting, including key performance indicators, service level performance, risks, issues, and improvement actions
- Work with technical teams to identify root causes and deliver effective problem management and preventative measures
- Support change management and ensure that service impacts, risks, and readiness activities are properly assessed
- Manage third-party suppliers and support contract, performance, and service review meetings
- Develop and maintain service documentation, operating procedures, service catalogues, and support processes
- Lead continual service improvement initiatives to enhance user experience, operational efficiency, and service resilience
- Ensure IT services are delivered in accordance with relevant security, governance, compliance, and business continuity requirements
IT Service Delivery Manager Skills and Experience Required
- Proven experience in IT service delivery, IT service management, or a similar technology operations role
- Strong understanding of ITIL principles and service management processes
- Experience managing incidents, problems, changes, service levels, and continual improvement activities
- Excellent stakeholder management and communication skills, with the ability to work effectively with technical and non-technical audiences
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