IT Service Delivery Manager

Harvey Nash; Leeds; On-site; GBP 70,000 - 90,000; Full time

Job summary

Harvey Nash is seeking a Technical Service Delivery Manager to lead IT service operations, ensuring a reliable, customer-focused service across the business. You will provide leadership across Service Desk, Desktop Support, application support, and supplier management while driving continual improvement.

You will own major incidents, service escalations and change management, ensuring ITIL best practice, SLAs and governance requirements are met.

Qualifications

• Strong operational and people leadership experience.
• Proven track record coaching teams and managing performance.
• Excellent customer service and stakeholder management skills.
• Experience managing incidents, escalations and competing priorities.
• Confidence analysing data, KPIs and reporting.

Responsibilities

• Lead IT support teams across 1st, 2nd and 3rd line and drive performance.
• Own and continually improve IT Service Management processes (Incident, Request, Problem, Change, Knowledge, Supplier).
• Define, monitor and report SLAs, KPIs and service performance.
• Take ownership of major incidents (P1s) and manage communications.
• Collaborate with suppliers and internal teams to deliver service excellence.
• Support audit, governance, ISO27001 alignment and continual improvement.

Skills

Operational leadership

People management

Stakeholder management

Data-driven decisions

Incident management

Change management

ITIL awareness

Supplier management

Customer focus

Communication skills

Tools

Service desk systems

Microsoft 365

Automation tools

Cloud technologies

Job description

Contract: Permanent, Full Time

Operations Leadership. Service Excellence. Real Impact.

As Technical Service Delivery Manager, you will lead and continually improve the organisation’s IT service operations, ensuring a reliable, efficient and customer-focused service across the business.

You will provide leadership across Service Desk, Desktop Support, Microsoft application support, service performance, supplier management and continual improvement.

The Role

You will be responsible for driving operational excellence and ensuring IT services consistently meet agreed business expectations.

Working closely with technical teams, business stakeholders and third-party suppliers, you will use data, KPIs and customer feedback to improve service quality, resolve issues and identify opportunities to make IT services more efficient and effective.

You will also take ownership of major incidents, service escalations and change management, ensuring that services are delivered in line with agreed SLAs, ITIL best practice and relevant regulatory and governance requirements.

Key Responsibilities

Service & Operational Management

• Lead, coach, mentor and develop IT support teams across 1st, 2nd and 3rd line.
• Hold regular 1-to-1s and manage individual and team performance.
• Own and continually improve IT Service Management processes, including Incident, Request, Problem, Change, Knowledge and Supplier Management.
• Establish, monitor and manage SLAs to ensure services meet business expectations.
• Use service desk data, MI and KPIs to monitor performance, identify trends and drive improvements.
• Act as an escalation point for incidents and tickets approaching or exceeding SLA.
• Take ownership of major incidents, including P1s, ensuring appropriate processes and communication are followed.
• Lead change control across IT, working closely with project and product teams to ensure smooth transition of new or changed services into live support.
• Ensure effective operational processes are in place for patching, endpoint management, antivirus and configuration management.
• Identify opportunities for automation, self-service, proactive monitoring and greater operational efficiency.
• Champion a customer-first culture across IT operations.

Service Governance & Reporting

• Define, monitor and report on SLAs, KPIs, CSAT, service performance and operational trends.
• Produce regular management reports and dashboards for IT leadership and business stakeholders.
• Conduct service reviews with internal stakeholders and third-party suppliers.
• Maintain accurate, clear and effective service processes, procedures and operational documentation.
• Support audit, compliance and governance activities, including alignment with ISO27001 and internal policies.
• Contribute to IT service strategy, operational planning and service maturity initiatives.
• Support operational resilience and continual improvement across the IT function.
• Build strong relationships with technical and non-technical stakeholders across the organisation.
• Communicate technical issues and service performance clearly to non-technical audiences.
• Manage relationships with third-party suppliers and service providers.
• Ensure supplier performance meets agreed service standards and business requirements.
• Work collaboratively across IT and the wider business to deliver excellent customer outcomes.

What We’re Looking For

You don't need to be an IT expert to succeed in this role.

We're looking for an experienced operational leader who can transfer their existing skills into an IT environment. You may currently work in operations, customer service, service delivery, contact centre management, business operations or another people-focused leadership environment.

You’ll ideally have:

• Strong operational and people leadership experience.
• A proven track record of coaching teams and managing performance.
• Excellent customer service and stakeholder management skills.
• Experience managing incidents, escalations and competing priorities.
• Confidence working with data, KPIs, MI and performance reporting.
• Strong analytical and problem-solving skills.
• Experience with resource and capacity planning.
• Strong organisational skills and attention to detail.
• Commercial awareness and an understanding of business priorities.
• Excellent written and verbal communication skills.
• Experience managing third-party suppliers would be advantageous.
• Experience working within a regulated, compliance-driven or process-led environment would be beneficial.
• A genuine passion for continual improvement and delivering excellent service.

IT Experience

Experience with IT service delivery, ITIL, Microsoft 365, service desk systems, automation, cloud technologies, endpoint management or ISO27001

Personal Attributes

We're looking for someone who is:

• A confident and supportive leader who can build trust across an organisation.
• Customer-focused and committed to service excellence.
• Calm and effective under pressure, particularly during incidents or operational disruption.
• Collaborative, proactive and solutions-oriented.
• Analytical and comfortable using data to drive decisions.
• Adaptable and able to manage competing priorities.
• Highly organised with strong attention to detail.
• Committed to continuous improvement and delivering measurable results.
• Professional and trustworthy when handling sensitive or confidential information.
• Comfortable communicating with both technical and non-technical audiences.

The following would be advantageous but are not essential:

• ITIL or IT Service Management experience or qualification.
• Experience with Microsoft 365 and IT management/service desk tools.
• Knowledge of ISO27001 or other governance and compliance frameworks.
• Experience with automation, self-service or monitoring technologies.
• Exposure to cloud technologies and modern endpoint management.
• Experience supporting operational transformation or ITSM improvement programmes.
• Knowledge of operational resilience and service transition.

Regulatory & Professional Standards

The successful candidate will be expected to operate with integrity and professionalism and adhere to all relevant organisational, regulatory and compliance requirements.

This includes acting with due care, skill and diligence, maintaining appropriate standards of conduct, treating customers fairly and supporting good customer outcomes.

Our Values

Integrity | Commitment | Service | Leadership | Teamwork