Information Technology Service Delivery Manager

TRIA; Chipping Barnet; On-site; GBP 52,000 - 75,000; Full time

Job summary

TRIA is seeking an IT leader to oversee IT services across multiple sites and drive a high-quality technology experience. You will manage a team responsible for day-to-day service delivery and work with senior stakeholders to ensure reliable systems.

Reporting into the IT Director, you will oversee service performance, escalations and practice improvements, while supporting transformation projects and infrastructure work. Travel between sites is required and a full driving licence is essential.

Qualifications

• Leadership experience in a multi-site IT environment.
• Strong knowledge of ITIL incident/change/problem management.
• Proven ability to manage IT services and coach a team.

Responsibilities

• Lead and develop IT support services across multiple sites.
• Oversee performance, escalations and resource planning.

Skills

People management

Stakeholder management

ITIL service management

Leadership

Microsoft 365

Azure

Intune

Active Directory

Travel between sites

Tools

Microsoft 365

Azure

Intune

Active Directory

Job description

Excellent opportunity for an experienced IT Support Manager, IT Operations Manager or Service Delivery Manager to join a well-established organisation in a leadership role where you'll oversee IT services across multiple sites and lead a team responsible for delivering an excellent technology experience.

This organisation is investing in its technology function and is looking for someone who can take ownership of day-to-day IT service delivery whilst driving improvements across support, systems and processes.

Reporting into the IT Director, you will manage IT support services across a portfolio of sites, leading and developing the support team whilst working closely with senior stakeholders to ensure services are reliable, responsive and continually improving. You will oversee service performance, escalations and resource planning, whilst also supporting technology projects, infrastructure improvements and wider transformation initiatives.

The Role:

• Lead and develop IT support services across multiple sites, ensuring a high-quality and consistent service
• Manage, coach and develop a team of IT support professionals, overseeing performance, resource planning and service delivery
• Monitor ticketing, service levels and escalations whilst identifying opportunities to reduce recurring issues and improve processes
• Work with senior technical teams to deliver infrastructure improvements, technology projects and wider transformation initiatives
• Provide technical oversight across Microsoft 365, Azure, Intune and other core technology platforms
• Build strong relationships with senior stakeholders and provide regular updates on service performance, risks and improvement plans
• Regular travel between sites required, therefore a full driving licence is essential

The Person:

• Previous experience as an IT Support Manager, IT Operations Manager, Service Delivery Manager or similar leadership role
• Experience managing IT services within a medium or large multi-site environment, ideally within the education sector
• Strong people management, coaching and performance management skills
• Good understanding of ITIL service management, including incident, change and problem management
• Strong technical knowledge across Microsoft 365, Azure, Active Directory, Intune and wider IT infrastructure
• Excellent communication and stakeholder management skills with the ability to work with people at all levels
• Full driving licence and willingness to travel between sites