IT Service Delivery Lead – Frontline Support

VirtueTech Recruitment Group; England; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Asset Management firm is seeking a Service Delivery & Support Manager for a 12-month fixed-term contract. The role oversees the Service Centre and IT Delivery, acting as the public face of IT and driving best-in-class service for employees and clients.

Three days per week in the office, with a strategic focus on service quality, incident management and continuous improvement of the IT experience. Strong customer service and stakeholder skills are essential.

Qualifications

• Proven experience leading IT Service Delivery / ITSM teams.
• Strong ITIL and governance knowledge.
• Experience managing major incidents and stakeholder comms.
• Familiar with Change Management and CAB processes.
• Experience in professional services or regulated environments is a plus.

Responsibilities

• Lead and develop the Service Centre and Service Delivery teams to deliver high-quality IT support.
• Oversee ITSM activities including incidents, requests, problems and escalations with SLAs.
• Own Major Incident process and coordinate resolver groups with post-incident reviews.
• Drive IT service delivery aligned with ITIL and internal governance standards.

Skills

IT Service Delivery

IT Service Management

Service Desk Leadership

Stakeholder Management

Incident Management

ITIL

CAB Processes

Tools

Windows

Active Directory

Microsoft 365

SCCM

Intune

Job description

Asset Management firm is seeking a Service Delivery & Support Manager for a 12-month fixed-term contract. The role oversees the Service Centre and IT Delivery, acting as the public face of IT and driving best-in-class service for employees and clients.

Three days per week in the office, with a strategic focus on service quality, incident management and continuous improvement of the IT experience. Strong customer service and stakeholder skills are essential.