IT Service Delivery Leader

LincolnshireCoop; Lincoln; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

34 days annual leave

Pension scheme up to 12%

Generous colleague discounts

Annual discretionary bonuses

Job summary

Lincolnshire Co-op in Lincolnshire is seeking an experienced IT Service Operations Manager to own our IT services, ensuring high‑quality delivery aligned with business needs. You’ll lead IT Support, Support Engineer and User Fulfilment teams and be accountable for service delivery against SLAs.

You will monitor performance, drive improvements, manage incidents and change control, and oversee vendor relationships to ensure seamless service transitions.

Qualifications

• Proven experience leading IT service operations and multiple IT support functions.
• Strong understanding of ITIL principles; ITIL certification is a plus.
• Experience managing incidents, changes and service transitions.
• Ability to lead internal teams and external partners to deliver SLAs.

Responsibilities

• Own IT services and ensure delivery against SLAs with continuous improvement.
• Lead IT Support, Support Engineer and User Fulfilment teams and coaches.
• Monitor service performance and report KPI metrics to stakeholders.
• Oversee incident management, change advisory board and change control processes.
• Manage vendor relationships and SLA negotiations for service partners.

Skills

ITIL

Leadership

Incident management

Stakeholder communication

Vendor management

Education

Bachelor's degree in a relevant field

Job description

Lincolnshire Co-op in Lincolnshire is seeking an experienced IT Service Operations Manager to own our IT services, ensuring high‑quality delivery aligned with business needs. You’ll lead IT Support, Support Engineer and User Fulfilment teams and be accountable for service delivery against SLAs.

You will monitor performance, drive improvements, manage incidents and change control, and oversee vendor relationships to ensure seamless service transitions.