Information Technology Service Delivery Manager

Information Technology Service Delivery Manager, Leeds, West Yorkshire

This role is based in Leeds with hybrid working arrangements.

Job Overview:

The Senior IT Service Delivery Manager is responsible for overseeing the delivery of IT services across the organization. The role involves managing daily operations of IT service delivery, both in-house and through third-party providers, ensuring services meet agreed-upon service levels and KPIs. This position is vital for ensuring seamless IT operations, continuous improvement, and strategic alignment of IT services with business objectives.

Key Responsibilities:

1. Negotiate and define SLAs and KPIs with clients and stakeholders, ensuring targets are met or exceeded.
2. Oversee the Infrastructure & Operations team, managing incident management, request fulfillment, change, problem, and service transition processes.
3. Participate in the Incident Manager rota.
4. Implement, own, and improve operational processes aligned with ITIL best practices.
5. Act as the primary escalation point for service issues for business users and stakeholders.
6. Monitor service performance and take corrective actions to maintain quality.
7. Manage relationships with third-party vendors and suppliers.
8. Ensure the Service Desk delivers high-quality support in line with SLAs.
9. Manage change processes and the Change Manager.
10. Maintain the IT Service Delivery framework according to ITIL standards.
11. Prepare and present reports on service metrics, performance, and improvements.
12. Facilitate meetings to ensure team alignment and collaboration.
13. Align IT services with business needs and priorities.
14. Manage relationships and contracts with third-party service providers.
15. Drive continuous service improvement through best practices.
16. Use data and feedback to identify opportunities for innovation and process enhancements.
17. Promote a positive, collaborative, and high-performance work environment.