Service Delivery Manager

Location: Slough, 5 days per week onsite
Outside IR35

Purpose:

As the IT Service Delivery Manager, you will be responsible for transforming our IT service processes and procedures from a reactive firefighting posture into a proactive and streamlined service delivery function. You will lead the development and implementation of ITIL-based best practices, tailored specifically to meet the needs of our organisation, which encompasses diverse business units and technology stacks.

This role is ideal for someone with a proven track record of driving change and building IT service maturity within organisations with underdeveloped service capabilities. You will focus on reducing incidents, enhancing service quality, and establishing a structured and well-documented IT service management environment. Additionally, you will mentor and develop a dedicated IT team member to take over and manage the service once fully operational.

Key Responsibilities:

1. Service Transformation:
   • Assess and understand the current IT service delivery landscape, including gaps, challenges, and opportunities for improvement.
   • Develop a strategic plan to transform the IT Operations team from reactive issue resolution to proactive service delivery.
   • Implement ITIL processes and best practices, including incident, problem, change, and service request management.
2. Process Improvement & Best Practices:
   • Design, implement, and improve service management processes to ensure efficient and effective IT service delivery.
   • Establish service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to monitor and measure performance.
   • Develop and maintain a comprehensive service catalogue and ensure alignment with business needs.
3. Stakeholder Engagement:
   • Serve as the primary point of contact for IT service delivery, engaging with business stakeholders to understand service requirements and ensure alignment with business objectives.
   • Communicate effectively with internal and external customers, providing timely updates on service-related matters and setting realistic expectations.
4. Team Leadership and Mentorship:
   • Provide guidance and leadership to the IT Support team, ensuring they are equipped with the right skills and knowledge to deliver high-quality IT services.
   • Mentor and develop a key individual to manage the IT service once the processes and tools have been successfully implemented.
   • Foster a culture of continuous improvement within the IT Service, Network and Business applications team.
5. Incident and Problem Management:
   • Lead efforts to reduce incident volume by identifying root causes and implementing preventive measures.
   • Oversee the resolution of major incidents and implement long-term fixes to minimise service disruptions.
6. Tool and Technology Implementation:
   • Assess, select, and implement appropriate IT service management (ITSM) tools to support the ITIL framework and streamline service delivery.
   • Ensure proper documentation and knowledge management to support future service scalability.

Key Qualifications:

1. Experience:
   • Proven success in IT service management, including IT service delivery, IT operations, and service improvement.
   • Proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions.
   • Experience in implementing ITIL practices and leading IT service transformations in complex environments with diverse technology stacks.
2. Skills:
   • Strong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management.
   • Experience working with ITSM tools such as Manage Engine or similar.
   • Excellent communication and stakeholder management skills, with the ability to influence and manage expectations at all organisational levels.
   • Strong leadership and mentoring skills to guide and develop team members.
3. Certifications:
   • ITIL Foundation Certification (v3/v4) is required. Advanced ITIL certifications are a plus.
   • Additional relevant certifications (e.g., PMP, Prince2, COBIT) are a plus.

Preferred Candidate Attributes:

1. A proactive, hands-on approach to driving change and service improvement.
2. Strong problem-solving skills, with a track record of reducing incident volumes and improving service reliability.
3. Ability to adapt quickly to a complex IT environment with competing demands and challenges.
4. Experience in mentoring or coaching individuals for future leadership roles.

Why Join Us?

1. Opportunity to lead and shape IT service transformation in a complex, dynamic environment.
2. Work alongside a talented team, helping to build a culture of continuous improvement.
3. An exciting challenge for someone passionate about creating best-in-class IT services and developing the next generation of IT leaders.