Hybrid IT Service Delivery Manager — Lead IT Helpdesk & Service

Rightmove Group; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension and Life Insurance

27 days holiday + volunteering days

Hybrid working (2 days in office)

Job summary

Rightmove is hiring an IT Service Delivery Manager in London. You will lead the IT Helpdesk and Service Analysts, ensure SLAs are met, and champion service-quality improvements. Align delivery with business goals and monitor KPIs to drive continuous enhancements.

You will report to the Head of IT Service and Operations and work in a hybrid setup, requiring occasional travel to Milton Keynes. Your focus will be on delivering exceptional internal IT support and meaningful process improvements.

Qualifications

• Proven ability to lead IT service teams and drive high performance.
• Strong knowledge of ITIL and service-management best practices.
• Analytical mindset with data-driven decision making.

Responsibilities

• Lead day-to-day IT service operations including helpdesk and service-analyst teams.
• Drive service-improvement initiatives to enhance quality and efficiency.
• Develop and report KPIs; take corrective actions when needed.
• Foster a customer-centric culture for internal users.
• Oversee incident and problem management to minimise business impact.
• Manage relationships with vendors and internal stakeholders.
• Drive adoption of ITIL or equivalent frameworks across teams.

Skills

Leadership

ITIL

Service Delivery

KPI Management

Vendor Management

Incident & Problem

ServiceNow

Jira Service Management

Tools

IT infrastructure

Cloud technologies

Job description

Rightmove is hiring an IT Service Delivery Manager in London. You will lead the IT Helpdesk and Service Analysts, ensure SLAs are met, and champion service-quality improvements. Align delivery with business goals and monitor KPIs to drive continuous enhancements.

You will report to the Head of IT Service and Operations and work in a hybrid setup, requiring occasional travel to Milton Keynes. Your focus will be on delivering exceptional internal IT support and meaningful process improvements.