IT Service Delivery Manager

IT Service Delivery Manager

6 months initially

Birmingham (Hybrid)

£500-530 per day Outside IR35

About the role

We have been instructed by a FTSE listed plc to recruit an IT Service Delivery Manager on an initial 6-month contract basis. You will be a crucial part of a small, dynamic IT team responsible for managing day-to-day infrastructure, security and applications support across the business and its sites. Reporting to the Head of IT Service Delivery, you will take ownership of service management activities, working closely with internal teams and key suppliers, including the primary outsourcer.

Your role will involve overseeing service delivery, driving improvements, and managing small projects and changes to enhance operational efficiency. This position requires a strong technical background combined with excellent communication and customer service skills to act as the vital link between the business, third-party suppliers, and the IT team. You will have the opportunity to work in a collaborative environment with a focus on autonomy, where your proactive approach and technical expertise will directly contribute to resolving challenges and improving service outcomes.

Responsibilities

• Take ownership of day-to-day service delivery operations across infrastructure, security and application support, ensuring seamless coordination between internal teams and external suppliers.

• Manage and resolve service issues proactively, maintaining high standards of customer service and acting as the key liaison between the business, third-party suppliers, and the outsourced service provider.

• Lead small projects and change initiatives within the service management function, to deliver improvements efficiently and effectively.

• Collaborate closely with internal IT teams and external vendors to drive continuous service improvement, addressing teething problems and optimising operational processes.

• Monitor and enforce service governance, ensuring compliance with agreed SLAs and contractual obligations while promoting best practices within the team.
• Communicate clearly and confidently with stakeholders at all levels, including technical teams, business users, and senior management, providing transparent reporting and managing expectations.

Key Skills Needed

• A strong technical background and proven experience managing IT infrastructure and security support within a medium to large enterprise environment.

• Demonstrated ability to take ownership of service delivery issues, drive resolution independently, and manage small projects or changes.

• Excellent communication and customer service skills to act as the key liaison between internal teams, third-party suppliers ensuring clear and constructive engagement.

• Experience working with ServiceNow or similar IT service management tools is highly desirable.

• Self-motivated, proactive, and able to quickly assimilate new information and environments, contributing positively to team culture and operational success.