IT Service Delivery Lead — Hybrid (3 Onsite Days)

Roc Search Inc.; West Midlands; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

Roc Search Inc. is seeking an IT Service Delivery Manager on a contract basis in Birmingham with hybrid work patterns. The role focuses on day-to-day service delivery and operational leadership in a large environment.

You will manage service desk and second-line teams, drive ITIL processes, monitor SLAs/KPIs, and coordinate with suppliers to sustain high service levels and continual improvements.

Qualifications

• Minimum 3 years' experience in a IT Service Delivery Manager or similar role.
• Strong operational IT Service Management experience across incident, problem and change management.
• Experience managing service desks and external suppliers.

Responsibilities

• Take accountability for end-to-end IT Service Delivery across service desk and support.
• Lead and develop technical support teams with performance management and recruitment.
• Manage ITIL processes: Incident, Problem, Change, Request and Service Management.
• Monitor SLAs, KPIs and OLAs and drive improvements.
• Escalate and manage incidents to minimise disruption to live services.
• Manage relationships with third-party suppliers and partners.
• Support Change Management and service transition activities.
• Drive Continual Service Improvement and maintain knowledge management.
• Collaborate with stakeholders to ensure services meet operational needs.

Skills

IT Service Management

Stakeholder management

Vendor management

Incident/Problem/Change management

Education

ITIL qualification (ITIL v4)

Job description

Roc Search Inc. is seeking an IT Service Delivery Manager on a contract basis in Birmingham with hybrid work patterns. The role focuses on day-to-day service delivery and operational leadership in a large environment.

You will manage service desk and second-line teams, drive ITIL processes, monitor SLAs/KPIs, and coordinate with suppliers to sustain high service levels and continual improvements.