Key Responsibilities

• Own end-to-end IT service delivery for designated business areas.
• Act as the primary escalation point for service-related issues, incidents and service requests.
• Ensure SLA performance is monitored, reported and continuously improved.
• Produce and present service reviews, management information and operational reporting.
• Build and maintain strong relationships with internal stakeholders and third-party suppliers.
• Drive service improvement initiatives through analysis of incidents, problems and customer feedback.
• Support the successful transition of new and changed services into operational support.
• Participate in major incident management and out-of-hours escalation activities.
• Work collaboratively with technology, security, project and delivery teams to improve service performance and customer outcomes.

Essential Skills & Experience

• Proven experience in IT Service Delivery Management across the full service lifecycle.
• Strong understanding of service management principles and operational governance.
• Experience managing incidents, service requests and problem management activities.
• Ability to analyse complex issues and implement practical solutions.
• Experience producing and presenting service performance reports to senior stakeholders.
• Excellent stakeholder management and communication skills.
• Experience working with third-party suppliers and managed service providers.
• Strong focus on customer service, continuous improvement and operational excellence.

Desirable

• ITIL Foundation or higher certification.
• Experience within complex enterprise environments.
• Experience of Service Desk and End User Support operations.
• Knowledge of continual improvement and root cause analysis methodologies.
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