24/7 Service Delivery Lead - ITIL-Driven Support

ConnexAI; Bolton; On-site; GBP 50,000 - 75,000; Full time

Job summary

ConnexAI is seeking a Service Delivery Manager to lead our 24/7 support across channels. You will manage and mentor the Service Desk, ensure SLA adherence and customer satisfaction, and drive improvements using ITIL best practices.

You will supervise day and night shifts on a rotating schedule, develop the team, optimize incident and problem management, and maintain a customer-centric service aligned with ConnexAI’s standards.

Qualifications

• Proven experience as a Service Desk Manager or similar leadership role.
• Strong technical background with help desk and remote control software experience.
• Excellent written and verbal communication; customer-focused with problem-solving skills.

Responsibilities

• Ensure Service Desk delivers 24/7 support, meets SLA targets.
• Lead and mentor the team, support growth and customer focus.
• Maintain incident and problem management processes and drive improvements.
• Apply ITIL best practices (ITIL 4 preferred) for consistency and efficiency.
• Resolve problems, streamline workflows and improve service for teams and customers.
• Manage performance and use feedback to strengthen service.

Skills

Service Desk Leadership

ITIL Practices

Mentoring & Coaching

Clear Communication

Customer-Focused

Problem Solving

Tools

Help Desk Software

Remote Control Software

Job description

ConnexAI is seeking a Service Delivery Manager to lead our 24/7 support across channels. You will manage and mentor the Service Desk, ensure SLA adherence and customer satisfaction, and drive improvements using ITIL best practices.

You will supervise day and night shifts on a rotating schedule, develop the team, optimize incident and problem management, and maintain a customer-centric service aligned with ConnexAI’s standards.