IT Service Delivery Manager

Opencast; Newcastle upon Tyne; On-site; GBP 44,000 - 50,000; Full time

Benefits offered by this job

7% employer pension

Share options

Discretionary bonus

25 days holiday

Life happens days

Job summary

Opencast, a growing tech consultancy in Newcastle upon Tyne, seeks an experienced IT Service Delivery Manager to lead the Service Desk, own day-to-day operations and drive ITIL-aligned processes while safeguarding ISO 20000-1 certification.

This hands-on role is based at our Newcastle HQ, involving incident, problem, change and knowledge management, plus mentoring staff and delivering end-user training to ensure high-quality IT support across the business.

Qualifications

• Experience leading a service desk with workload and SLA management.
• Hands-on ITIL experience across incident, problem, change, request and knowledge management.
• Ability to diagnose and troubleshoot IT issues up to 3rd line for hardware, software, cloud services.
• Escalation point within IT team for incidents and service requests.

Responsibilities

• Lead the service desk and improve ITIL-aligned processes.
• Maintain and report on ITSM metrics and continual service improvement.
• Handle incidents and requests up to 3rd line; escalate when needed.
• Collaborate with teams to deliver high-quality IT support across the organisation.
• Develop and maintain technical documentation, SOPs, and knowledge base articles.
• Mentor junior team members and provide training to end users.

Skills

Service desk leadership

ITIL knowledge

3rd line support

ITSM reporting

Root cause analysis

Documentation & SOPs

Proactive monitoring

Mentoring juniors

End-user training

Tools

Salesforce

Microsoft 365

Entra ID/Intune

macOS administration

Job description

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.

Essential experience

• 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.

Desirable experience

• 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.

Salary

£44,000 - £50,000 per annum

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.