ICT Service Delivery Manager

We Manage Jobs(WMJobs); Walsall; On-site; GBP 100,000 - 125,000; Full time

Job summary

An organisation focused on community services in Walsall is seeking a Service Delivery Manager to oversee IT service delivery and manage the IT Service Desk team. The ideal candidate will have strong leadership and technical expertise in Microsoft 365, Azure, and SharePoint, with proven experience in operations management in the housing or public sector. This role emphasizes customer satisfaction, operational efficiency, and fostering a culture of excellence within the team.

Qualifications

• Proven experience in IT service delivery or operations management.
• Strong leadership skills and technical expertise in IT infrastructure.
• Experience in housing, public sector, or not-for-profit environments.

Responsibilities

• Oversee the delivery of IT services across the organisation.
• Manage the IT Service Desk team and ensure smooth daily operations.
• Monitor and improve service delivery processes.

Skills

Leadership

ITIL Foundation Certification

Customer Service

Data Analysis

Technical Support

Tools

Microsoft 365

Azure

SharePoint

Job description

Leading the way in resident empowerment Watmos' unique approach has put it at the forefront of transforming communities, providing great homes and exceeding expectations. We are seeking an outstanding and dedicated individual who shares our passion for improving people’s lives.

We are looking for an experienced and dynamic Service Delivery Manager to oversee the efficient, reliable, and customer-focused delivery of IT services across the organisation. You will manage the IT Service Desk team, ensuring smooth daily operations and a culture of excellence. The ideal candidate will have proven experience in IT service delivery or operations management, with strong leadership and technical expertise in infrastructure, networking, and applications, particularly in Microsoft 365, Azure, and SharePoint. Staying up-to-date with emerging technologies is key to addressing operational challenges.

In this role, you will lead the IT Service Desk team, ensure high levels of customer satisfaction and efficient service resolution, while monitoring and improving service delivery processes. You will work closely with internal teams and external partners to ensure seamless IT service integration and use data analysis to identify trends and opportunities for improvement.

To succeed, you’ll need ITIL Foundation Certification (or equivalent experience), strong leadership skills, and a deep understanding of IT infrastructure and applications. Experience in housing, public sector, or not-for-profit environments is essential. Excellent communication skills, attention to detail, and the ability to interpret data to drive improvements are critical. If you’re passionate about delivering high-quality IT services in a customer-focused environment, this role could be the perfect opportunity for you.

Job Purpose

• Ensuring the efficient, reliable, and customer-focused delivery of IT services across the organisation.
• Managing the IT Service Desk team (1st–3rd line engineers), overseeing day-to-day operations, and taking ownership of the IT budget.
• This role is pivotal in maintaining high service standards, driving continual improvement, and ensuring technology supports Watmos objectives and residents’ needs.

We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution.

In line with our ethos as an organisation we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.