IT Service Delivery Manager

Piccadilly One is exclusively working with a successful British brand embarking on a major digital transformation. As part of this business-critical transformation, a new role within the IT department has been created. The IT Service Delivery Manager will join a busy IT Operations function tasked with creating a gold-standard IT Service capability.

This role is permanent and requires being onsite 3-4 days a week.

As the IT Service Delivery Manager, you will be responsible for transforming 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 the 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.

Responsibilities

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.

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.

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.

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.

Incident and Problem Management

• Lead efforts to reduce incident volume by identifying root causes and implementing preventive measures.

Tool and Technology Implementation

• Assess, select, and implement appropriate IT service management (ITSM) tools to support the ITIL framework and streamline service delivery.

Requirements

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.

Skills

• Strong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management.

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

• Ability to adapt quickly to a complex IT environment with competing demands and challenges.
• Experience in mentoring or coaching individuals for future leadership roles.