IT Service Delivery Leader | Optimize Helpdesk & SLAs

Rightmove Careers; Greater London; Hybrid; GBP 75,000 - 95,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension and Life Insurance

27 days holiday plus volunteering days

Hybrid working with 2 days in office

Travel loans

Job summary

Rightmove is seeking an experienced IT Service Delivery Manager to lead the IT Helpdesk and Service Analysts, ensuring seamless internal user support and high service levels. The role focuses on aligning service delivery with business goals, KPI tracking, and implementing ITIL‑based practices.

You will oversee incident/problem management, vendor relationships, and continuous improvement while nurturing a high‑performing, customer‑oriented team in a hybrid London environment.

Qualifications

• IT service management experience required
• ITIL or equivalent framework knowledge
• KPI management experience
• Strong stakeholder communication
• Experience with incident and problem management

Responsibilities

• Lead daily IT service operations for Helpdesk and Service Analysts
• Drive service improvement initiatives to raise quality and efficiency
• Develop and report KPIs; take corrective actions as needed
• Foster a customer‑centric IT support culture for internal users
• Oversee incident and problem management to minimise business impact
• Manage vendor relationships and stakeholder communications
• Champion ITIL/ITSM best practices and continuous improvement
• Provide leadership, mentorship, and development for the service teams
• Plan resources and capacity to meet current and future demand
• Oversee change management for new technologies and processes

Skills

Leadership

Service management

Analytical mindset

Customer focus

Organizational skills

Communication skills

Technical understanding

Tools

ServiceNow

Jira Service Management

Job description

Rightmove is seeking an experienced IT Service Delivery Manager to lead the IT Helpdesk and Service Analysts, ensuring seamless internal user support and high service levels. The role focuses on aligning service delivery with business goals, KPI tracking, and implementing ITIL‑based practices.

You will oversee incident/problem management, vendor relationships, and continuous improvement while nurturing a high‑performing, customer‑oriented team in a hybrid London environment.