IT Service Delivery Manager

First Group; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company in the public transport sector as an IT Service Delivery Manager. In this dynamic role, you will lead a talented help desk team, develop IT service strategies, and enhance service delivery across the organization, ensuring exceptional support and operational excellence.

Qualifications

• Proven experience managing a diverse IT Helpdesk team (in-house & outsourced).
• Deep understanding of Microsoft technologies and IT infrastructure best practices.
• Ability to operate independently and manage multiple priorities.

Responsibilities

• Lead, inspire, and manage the IT Help Desk Team to deliver world-class support.
• Develop and implement IT service delivery strategies aligned with business goals.
• Oversee help desk operations, ensuring efficient ticket resolution and resource coordination.

Skills

Leadership

Customer Service

Communication

Problem Solving

Technical Expertise

Education

Microsoft certifications in Modern Desktop and M365 environments

ITIL certification

PRINCE2 certification

Job description

Are you a dynamic IT leader passionate about exceptional service delivery?
Join First BusLondon as our next IT Service Delivery Manager, where you'll lead a talented team, shape strategic IT service plans, and ensure our users receive outstanding support across our network.

About the Role:

As our IT Service Delivery Manager, you'll take charge of delivering high-quality technical support across the business, leading the Help Desk Team, and championing a customer-first IT culture. You'll work closely with stakeholders, develop robust service strategies, and ensure our IT operations remain responsive, reliable, and user-focused.

This is a high-impact role requiring strong leadership, excellent communication, and solid technical expertise.

Key Responsibilities:

• Lead, inspire, and manage the IT Help Desk Team to deliver world-class support.

• Develop and implement IT service delivery strategies aligned with business goals.

• Build and maintain strong relationships with internal stakeholders and external partners.

• Oversee help desk operations, ensuring efficient ticket resolution and resource coordination.

• Regularly visit operational sites to promote best practices and team development.

• Act as an advocate for IT services across the business, driving service excellence.

• Provide hands-on support and troubleshooting for key systems: Windows 11, Microsoft Teams, Microsoft 365, SharePoint, and more.

What We're Looking For:

• Proven experience managing a diverse IT Helpdesk team (in-house & outsourced).

• Strong customer service ethos with a solution-oriented mindset.

• Excellent interpersonal, leadership, and communication skills.

• Ability to operate independently and manage multiple priorities.

• Deep understanding of Microsoft technologies and IT infrastructure best practices.

• Willingness to work flexibly, including on-call and out-of-hours support.

Desirable Qualifications:

• Microsoft certifications in Modern Desktop and M365 environments.

• ITIL and PRINCE2 certifications.

• Previous experience in the public transport or infrastructure sectors.

• Full, clean UK driver's license.