Full job description

Service Delivery Manager

£400 Per Day, Inside IR35

Cardiff

Hybrid

1-Month Contract Initially

Immediate Start

Your new company

An organisation based in Cardiff.

Your new role

The Service Delivery Manager will lead and maintain the customer-focused IT service desk and manage the second line team responsible for delivering day-to-day IT support services. They will manage the delivery of third-party provided services and implement IT projects with accountability for IT service delivery.

Responsibilities

Led and managed Service Desk and IT Operations teams, overseeing workload planning, performance management, recruitment, training, and professional development.
Owned end-to-end IT service delivery, ensuring high service levels, effective incident management, continual service improvement, and operational excellence.
Implemented and maintained ITIL-aligned processes, service reporting, asset management, software licencing compliance, and audit requirements.
Managed key third-party suppliers, service contracts, and stakeholder relationships, ensuring effective communication between business users and IT teams.
Produced business cases, operational documentation, and service review reports while driving efficiency improvements and service enhancements.
Supported the transition of new technologies into operational support, collaborating with technical and business stakeholders to align IT services with organisational objectives.
Championed customer service excellence, equality and diversity, staff wellbeing, health and safety, and continuous improvement across the IT function.

What you'll need to succeed

Proven experience managing an IT Service Desk or IT Support function
Strong service management and operational leadership skills
Experience working within ITIL-based environments
A track record of driving service improvement and managing service performance
Excellent stakeholder management and communication skills
Experience leading and developing technical support teams

What you'll get in return

Hybrid Working
Up to £400 Per Day, Inside IR35

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Responsibilities