IT Service Delivery Manager


Lacey Bonham

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Join a company that is going through an exciting digital transformation, this opportunity forms part of the organic expansion of our IT and Technology team.

Looking to recruit experienced IT Service Delivery Manager to lead, manage and deliver secure and reliant IT Services. Ensure effective 1st and 2nd line support is in place, including application support. Responsible for defining the service transition framework and driving improvements between delivery and Service teams. Drive digital adoption of workplace services, meeting the present and future requirements of the business and end users. Actively work at reducing all IT risks within the remit of the IT directorate in line updating RIP’s, KRI’s and mitigation controls. Deputise for Head of IT Services where required.

  • Establishing, managing, and delivering effective and compliant end to end IT Service Management processes, meeting the needs of the business, and aligned to the overall IT Strategy
  • Manage and develop the performance and potential of the 1st & 2nd line support teams including business application support
  • Act as Major Incident Manager (MIM) for IT to coordinate the effective response and resolutions to critical and high priority incidents, including departmental BCP/DR plans
  • Leading, managing, and delivering Digital Adoption services, enabling the optimisation of technologies throughout the business, aligned to the Digital 1st agenda and the overall IT Strategy
  • Responsible for defining the service transition framework and driving improvements in the hand over from delivery into BAU

Who are we looking for?

This is a great opportunity for an ambitious individual, keen to join a business going through significant transformation. The ideal candidate will have:

  • ITIL Foundation & Very strong ITIL Service Strategy, Operations & CSI process knowledge and experience
  • Change, Release & Major Incident Management
  • Experience of managing IT services (Service/Support Teams) in a complex IT environment
  • Experience in transitioning large scale projects covering multiple internal teams and vendors, from development into support
  • Managing of Third-party supplier relationships on/offshore
  • Sound knowledge of project management methodologies
  • Excellent stakeholder and business partnering skills
  • Excellent communication and engagement skills
  • Is delivery, attention to detail and customer focussed
  • Ability to deliver in a fast-paced and regulated environment
  • Is self-motivated and able to work as part of a wider team
  • Good working knowledge of financial standards and guidelines – e.g. FCA, TCF
  • Experience of working within the retail, financial services sector
  • Experience of working and delivering in a regulated environment

If you wish to apply for this position, please email us at