Information Technology Service Delivery Manager

Nigel Frank International; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A growing organization is seeking an experienced IT Service Delivery Manager to oversee IT service operations and lead a team of service desk professionals. The ideal candidate should have at least 5 years of experience in IT service management, a passion for operational excellence, and familiarity with service management tools like Jira and ServiceNow. This role offers an opportunity to drive significant digital transformation within the organization and improve overall service quality.

Qualifications

• Minimum of 5 years' experience in IT service management or a similar leadership role.
• Hands-on experience with service management tools such as Jira and ServiceNow.
• Strong leadership capabilities with a track record of building high-performing teams.

Responsibilities

• Lead and manage IT service operations, ensuring high-quality service delivery.
• Champion service improvement initiatives aimed at enhancing quality and efficiency.
• Monitor service performance and produce actionable reports.

Skills

Leadership

Problem Solving

Analytical Skills

Service Management

Stakeholder Management

Tools

Jira

ServiceNow

Job description

Information Technology Service Delivery Manager

Information Technology Service Delivery Manager

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Nigel Frank International provided pay range

This range is provided by Nigel Frank International. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Nigel Frank International

Senior Recruitment Consultant - Power Platform / Microsoft 365 Specialist

IT Service Delivery Manager

Location: Surrey | Hybrid

An exciting opportunity has arisen for an experienced IT Service Delivery Manager to join a growing organisation undergoing significant digital transformation. This role is ideal for a proactive and strategic individual with a strong background in IT service management and a passion for driving operational excellence.

Key Responsibilities:

• Lead and manage IT service operations, ensuring consistent delivery of high-quality services across the organisation.
• Maintain compliance with SLAs and KPIs to meet business expectations.
• Coordinate effectively with internal teams and third-party vendors to ensure seamless service provision.
• Champion continuous service improvement initiatives aimed at enhancing quality, efficiency, and end-user satisfaction.
• Oversee the configuration, maintenance, and optimisation of ITSM tools, particularly Jira and ServiceNow.
• Develop, document, and refine service delivery processes to ensure standardisation and scalability.
• Monitor service performance, produce actionable reports, and identify areas for operational improvement.
• Lead, support, and develop a growing team of service desk professionals (currently a team of five with planned expansion).
• Manage service escalations and ensure timely and effective resolution of issues.
• Collaborate cross-functionally to align IT service delivery with broader business needs and priorities.

Required Skills & Experience:

• Minimum of 5 years’ experience in IT service management or a similar leadership role.
• Demonstrated expertise in delivering IT services within a structured framework.
• Hands-on experience with service management tools such as Jira and ServiceNow.
• In-depth understanding of ITSM principles, methodologies, and best practices (e.g. ITIL).
• Strong leadership capabilities, with a track record of building and mentoring high-performing teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and stakeholder management abilities.
• Organised and adaptable, with the ability to thrive in a dynamic and fast-paced environment.

For more information please apply directly or call Emily on 02038266678

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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