Main Responsibilities for IT Service Delivery Manager Roles

• Manage the end-to-end delivery of IT services in line with agreed service level agreements and business requirements
• Build strong relationships with internal stakeholders, users, suppliers, and technology service providers
• Lead, manage and develop a small team of IT Field Engineers responsible for providing on-site support across stores, distribution centres, manufacturing sites and support offices.
• Plan and coordinate field engineering activities, ensuring appropriate coverage, prioritisation and responsiveness to business needs.
• Monitor service performance, availability, capacity, and customer satisfaction, taking action where improvements are required
• Lead the management of incidents, service requests, problems, and escalations to ensure timely resolution
• Coordinate major incident management activities and provide clear communication to stakeholders throughout the process
• Own service reporting, including key performance indicators, service level performance, risks, issues, and improvement actions
• Work with technical teams to identify root causes and deliver effective problem management and preventative measures
• Support change management and ensure that service impacts, risks, and readiness activities are properly assessed
• Manage third-party suppliers and support contract, performance, and service review meetings
• Develop and maintain service documentation, operating procedures, service catalogues, and support processes
• Lead continual service improvement initiatives to enhance user experience, operational efficiency, and service resilience
• Ensure IT services are delivered in accordance with relevant security, governance, compliance, and business continuity requirements

IT Service Delivery Manager Skills and Experience Required

• Proven experience in IT service delivery, IT service management, or a similar technology operations role
• Strong understanding of ITIL principles and service management processes
• Experience managing incidents, problems, changes, service levels, and continual improvement activities
• Proven experience leading and developing a small IT support team, including field-based engineers operating across multiple locations.
• Experience managing IT support services within a multi-site retail, logistics, manufacturing or distributed business environment.
• Excellent stakeholder management and communication skills, with the ability to work effectively with technical and non-technical audiences
• Experience managing suppliers, service providers, and technology partners
• Strong analytical and problem-solving skills, with the ability to use service data to drive improvements
• Organised and confident managing multiple priorities in a fast-paced environment
• Experience producing service reports, performance dashboards, and management information
• Ability to lead discussions, coordinate teams, and remain calm during major incidents or service disruption
• ITIL certification or equivalent service management experience is desirable
• Experience with IT service management tools and platforms is desirable

Key Benefits of Working in Our IT Service Management Team

• Competitive salary and benefits package
• Supportive and inclusive working environment
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