IT Operations Service Delivery Manager in Manchester

Ibex Talent Solutions; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading organization in IT service delivery is seeking an IT Operations Service Delivery Manager to enhance user-focused service experience. The role involves shaping best practices and influencing suppliers, with responsibilities in a hybrid work environment based in the Manchester area. Ideal candidates have experience with XLA and XPI, Cloud Service Management, and hold certifications like ITIL or ISO 20000.

Qualifications

• Experience adapting to complex and fast-moving environments.
• Strong understanding of governance and continual improvement frameworks.
• Hands-on mindset and ability to influence suppliers.

Responsibilities

• Shape best practices for IT service delivery.
• Influence suppliers for better service outcomes.
• Set future direction for IT service delivery.

Skills

Experience with XLA and XPI

Cloud Service Management

Agile environments

DevOps-led environments

Strong communicator

Education

ITIL certification

ISO 20000 certification

Job description

IT Operations Service Delivery Manager

Are you passionate about redefining what great IT service delivery looks like?

We’re working with a leading organisation who are transforming the way they deliver IT services across the business. This is not a role about ticking SLA boxes or racing through tickets, it’s about creating aseamless, user-focused service experience.

All services are currently delivered through external suppliers, so there’s no direct people management. Instead, the IT Operations Service Delivery Manager role is aboutshaping best practice, influencing suppliers and setting the future direction of service delivery.

We’re looking for someone who:

• Brings abreadth of experiencefrom different organisations and can adapt to both complex and fast-moving environments.
• Has experience working withXLA (Experience Level Agreements) and XPI (Experience Performance Indicators), shifting focus from service metrics to genuine user outcomes.
• Understands modernCloud Service Managementand is comfortable working inAgile and DevOps-led environments.
• Ideally holds certifications such asITIL, ISO 20000or similar, with a strong understanding of governance and continual improvement frameworks.
• Is ahands-on doerwith a forward-thinking mindset, ready to roll up their sleeves and make a real impact.

This is a fantastic opportunity to join at a time of change, with the chance to make a lasting impact on how IT services are delivered and experienced.

If you’re excited by the idea of building something better, not just maintaining the status quo, we’d love to hear from you.

This role is Hybrid, 2 – 3 days a week in the office but there may be times when you need to available in the office more when required. There is also travel required between offices in the Manchester area and an office in the East Midlands.