IT Service Delivery Lead

Reed Technology; Wallsend; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading organisation is seeking an IT Service Delivery Lead to enhance IT service processes and manage internal knowledge. The role requires strong experience in service delivery and knowledge management systems, familiarity with ITIL principles, and excellent communication skills. This position involves continuous improvement and a proactive approach. Applicants must be eligible to work in the UK and travel into the office three days a week.

Qualifications

• Strong experience with Service Delivery and knowledge management systems.
• Experience within a similar role.
• Familiarity with ITIL principles and service management frameworks.

Responsibilities

• Monitor and improve the quality of IT ticketing processes.
• Develop and maintain a centralised knowledge base.
• Identify and implement process improvements across service workflows.
• Deliver training and support to IT teams on best practices.
• Analyse performance metrics and drive service enhancements.
• Collaborate with cross-functional teams to resolve recurring issues.

Skills

Service Delivery

Knowledge Management

ITIL

Analytical Mindset

Communication Skills

Training and Development

Job description

You must be fully eligible to work in the UK and be able to travel into the office 3 days PW to apply for this role

A leading organisation is seeking an IT Service Delivery Lead to join its operations team, focusing on enhancing the quality of IT service processes and managing internal knowledge resources. This is a key role for someone passionate about continuous improvement, service excellence, and knowledge sharing.

Key Responsibilities:

• Monitor and improve the quality of IT ticketing processes
• Develop and maintain a centralised knowledge base
• Identify and implement process improvements across service workflows
• Deliver training and support to IT teams on best practices
• Analyse performance metrics and drive service enhancements
• Collaborate with cross-functional teams to resolve recurring issues

Ideal Candidate Will Have:

• Strong experience with Service Delivery and knowledge management systems
• Experience within a similar role
• Familiarity with ITIL principles and service management frameworks
• Analytical mindset
• Excellent communication and documentation skills
• Proven ability to lead training and drive process improvements

If you're a proactive and detail-oriented professional looking to make a real impact in service delivery, we'd love to hear from you.