IT Service Delivery Manager

Lorien; Birmingham; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services provider in Birmingham seeks an experienced IT Service Delivery Manager to oversee the end-to-end delivery of IT services across multiple platforms. Key responsibilities include managing IT service delivery using ITIL best practices, enhancing service performance, and leading improvement initiatives. The ideal candidate will have strong expertise in ITIL frameworks, experience in a multi-supplier environment, and excellent communication skills. This is a permanent position situated in the city centre.

Qualifications

• Strong experience as an IT Service Manager or similar role in a multi-supplier or SIAM environment.
• Demonstrable evidence of delivering measurable service improvements.
• Experience managing multiple IT services/platforms and balancing competing priorities.
• Ability to produce governance reports and assurance documentation.

Responsibilities

• Manage and assure the delivery of IT services, platforms, and products using ITIL best practices.
• Oversee incident, problem, change, request, and event management.
• Monitor and report on service performance, SLAs, and OLAs.
• Lead service improvement initiatives.
• Manage relationships and performance of multiple suppliers and internal teams.

Skills

ITIL frameworks

ServiceNow

Service management tools

Excellent communication skills

Change control

Job description

Location: Birmingham (City Centre)
Contract Type: Permanent
Clearance to work in the UK

About the Role

We are seeking an experienced IT Service Delivery Manager to oversee the end-to-end delivery of IT services across multiple platforms and suppliers. This role is critical to ensuring IT services are reliable, available, and performing in line with agreed service levels.

You will operate in a multi-supplier environment (including tier 1 suppliers and smaller in-house teams), acting as a service integrator and driving continual improvement across IT operations.

Key Responsibilities

• Manage and assure the delivery of IT services, platforms, and products using ITIL best practices.
• Oversee incident, problem, change, request, and event management, ensuring effective coordination and communication.
• Monitor and report on service performance, SLAs, and OLAs, providing governance and assurance for service standards.
• Lead service improvement initiatives, identifying trends and implementing optimisations to enhance user experience and reduce costs.
• Manage relationships and performance of multiple suppliers and internal teams.
• Maintain and improve service management documentation, processes, and knowledge assets.
• Produce clear and actionable reports for senior stakeholders.

What We're Looking For

• Strong experience as an IT Service Manager or similar role in a multi-supplier or SIAM environment.
• Demonstrable evidence of delivering measurable service improvements.
• Expertise in ITIL frameworks, ServiceNow, and service management tools.
• Experience managing multiple IT services/platforms and balancing competing priorities.
• Ability to produce governance reports and assurance documentation.
• Excellent communication skills with a positive, collaborative approach.
• Knowledge of digital technologies and their application in large-scale programmes.
• Experience in change control, business analysis, and continual service improvement.

Ready to make an impact? Apply now and help us deliver world‑class IT services that support one of the UK's most ambitious infrastructure programmes.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.