IT Service Delivery Manager

Opencast, incorporated; Newcastle upon Tyne; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

7% employer pension contribution

Share options

Discretionary bonus

25 days holiday

Life happens days

Job summary

Opencast is seeking an experienced IT Service Delivery Manager to lead the Service Desk and drive ITIL-aligned processes. Based at our Newcastle HQ, you will manage incidents up to 3rd line, mentor colleagues, and ensure high-quality support across teams.

This hands-on role requires strong problem-solving skills, experience with ITIL, ISO certifications, and familiarity with Microsoft 365, Entra ID, and macOS administration. Hybrid work at multiple locations is offered.

Qualifications

• ITIL 4 Foundation or higher.
• Experience in ISO 20000-1 or ISO 27001 certified environments.
• Some experience administering or supporting Salesforce, or willingness to learn.
• Experience with Microsoft 365 and Entra ID ecosystem, Intune or similar device management tooling, and macOS administration.

Responsibilities

• Lead the service desk and manage day-to-day operations.
• Maintain and improve ITIL-aligned processes to support ISO 20000-1.
• Handle incidents and requests up to 3rd line; act as escalation point.
• Work with teams across Opencast to provide high standards of IT support.
• Manage performance against SLAs and reporting from ITSM platform.
• Perform root cause analysis and document solutions and procedures.
• Develop technical documentation, SOPs and knowledge base articles.
• Mentor and guide junior team members; provide end-user training.

Skills

ITIL

Service desk management

Incident management

Problem management

Change management

Salesforce (optional)

Microsoft 365 / Entra ID / Intune

macOS administration

Team leadership

Job description

Hybrid - Newcastle, Edinburgh, Glasgow, Leeds, Manchester, Birmingham, Bristol, London

Commitment:

Permanent - Employee

Ready for a new challenge?

Are you looking for work that makes a difference? Do you want to work with people who learn and grow together?

If so, Opencast could be the place for you. We're a growing tech consultancy that creates user-centred solutions with purpose for our clients in government and business.

The role

We're looking for an experienced IT Service Delivery Manager to lead our Service Desk and play a pivotal role in how IT supports the business. You'll own the day-to-day running of the service desk, maintaining and improving our ITIL-aligned processes and helping us keep our ISO 20000-1 certification in good shape. Your contributions will be crucial in shaping our internal IT capabilities and the service our people receive.

This is a hands-on role - You'll work as part of the team, handling incidents and requests up to 3rd line and acting as an escalation point when needed.

You will work with various teams across Opencast providing high standards of support, ensuring that our people can make the best use of technology. This role is based at our Newcastle HQ, and you'll need to be able to work on site there regularly.

We are looking for someone who is approachable and organised, with excellent problem-solving skills and a passion for providing high-quality support.

Leading or supervising a service desk, including managing workload, priorities and performance against SLAs.

Working knowledge of ITIL and hands‑on experience running core service management processes: incident, problem, change, request and knowledge management.

Diagnosing and troubleshooting IT issues, providing support up to 3rd line for hardware, software and cloud-based services.

Acting as an escalation point within the IT team for incidents and service requests.

Managing and reporting from an ITSM platform, including service performance metrics and continual service improvement.

Performing root cause analysis to prevent recurring issues, documenting solutions and procedures.

Developing and maintaining technical documentation, SOPs and knowledge base articles.

Supporting proactive system monitoring activities.

Mentoring and guiding more junior team members, fostering knowledge transfer and skills development.

Delivering support and training to end users for core IT services.

ITIL 4 Foundation or higher.

Experience of working within, or supporting, an ISO 20000-1 or ISO 27001 certified environment.

Some experience administering or supporting Salesforce, or a willingness to learn.

Experience with the Microsoft 365 and Entra ID ecosystem, Intune or similar device management tooling, and macOS administration.

What we offer

A competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You’ll also benefit from 25 days’ holiday and access to 3 annual “life happens” days to support unexpected situations.

We provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team.

Where you’ll work

Due to the nature of this role, you'll primarily be based at our HQ in Newcastle upon Tyne.

We include you

We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all.

Interview

Interviews will be conducted via Microsoft Teams. We’re happy to make adjustments to support your needs.

Hear from our people: Opencast in 3 words

Our people share the three words that best describe life at Opencast. Watch now to get a glimpse of our culture, values, and what it’s like to work here.