Salary: £48,697 per annum

Location: Addlestone, Surrey (regular travel to school sites required)

Contract: Permanent, Full-Time (36 hours per week, 52 weeks per year)

Reporting To: Director of IT

We are seeking an experienced Service Delivery Manager to lead the delivery of IT support and technology services across a cluster of schools. This role is responsible for ensuring that IT systems and services effectively support teaching and learning, business operations, and administration, while contributing to the wider IT strategy and technology roadmap.

Role Overview

The Service Delivery Manager will oversee the provision of technical support services across multiple school sites, ensuring high standards of service delivery, effective incident management, and continuous improvement. The successful candidate will provide leadership to technical teams, support stakeholder engagement, and help shape the future direction of technology services within the education sector.

Key Responsibilities

• Lead the provision of IT technical support across an allocated cluster of schools.
• Take ownership of IT systems, infrastructure, and technology services within assigned schools.
• Monitor and manage helpdesk performance, ensuring ticket response and resolution targets are achieved.
• Support and mentor technical staff, providing guidance and escalating issues where appropriate.
• Identify training requirements and ensure ongoing development opportunities for technical teams.
• Work closely with school leadership teams to understand and support operational and educational technology needs.
• Contribute to the development and implementation of IT strategy, policies, and technology roadmaps.
• Drive continuous service improvement and ensure services meet agreed standards and expectations.

Skills & Experience

Experience in some or all of the following areas:

• IT Service Management and Service Delivery
• IT Infrastructure and Network Management
• Microsoft 365 and Cloud Technologies
• Windows Server Environments
• Helpdesk and Incident Management
• Team Leadership and Staff Development
• Stakeholder Engagement and Customer Service
• Project Delivery and Technology Improvement Initiatives

About You

• Minimum three years' experience in an IT Management, Network Management, or similar leadership role.
• ITIL certification or willingness to undertake ITIL training.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Proactive problem-solver with a customer-focused mindset.
• Organised and capable of managing multiple priorities across several sites.
• Committed to delivering high-quality IT services and continuous improvement.
• Understanding of and commitment to safeguarding and protecting children.