IT Service Delivery Manager

PIB Group; Retford; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working pattern

Collaborative environment

Job summary

PIB Group is seeking an IT Service Delivery Manager to unify our businesses, technical teams, and external suppliers to deliver reliable IT services. You will drive performance, lead improvements, and ensure colleagues have the support they need to succeed.

The role requires hands-on service delivery leadership, strong stakeholder management, and knowledge of Microsoft and iOS systems; ServiceNow experience is desirable. Hybrid work pattern from Retford, Leicester or Derby offices.

Qualifications

• Experience in a Service Delivery/IT Service Desk Management role.
• Robust knowledge of Microsoft and iOS systems; ServiceNow knowledge desirable.
• Degree level and/or ITIL Foundation qualification, or equivalent demonstrable experience.

Responsibilities

• Manage operational relationship with the Group’s third-party IT Service Desk and other external service delivery suppliers, acting as a service-management contact for performance, governance and operational escalation.
• Oversee day-to-day service delivery, approvals and major incidents, coordinating technical teams, stakeholder communications and priorities based on business impact, risk and capacity.
• Build strong business relationships, understand requirements and maintain IT governance, clear service ownership and support arrangements, including monthly account audits across applications.
• Lead problem management and continuous improvement, ensure new or changed services are operationally ready, and translate requirements into ServiceNow user stories.

Skills

Service Delivery

Service Desk Management

Stakeholder Management

Communication Skills

Microsoft Systems

iOS Systems

ServiceNow

ITIL Foundation

Degree Qualified

Education

Degree level in IT or related field

ITIL Foundation Certification

Tools

ServiceNow

Job description

PIB Group

At PIB Group, we’re looking for an IT Service Delivery Manager to bring together our businesses, technical teams and external suppliers to deliver reliable, effective IT services. You’ll drive service performance, lead improvements and ensure our colleagues have the support they need to succeed.

The Role – IT Service Delivery Manager (12-Month Fixed Term Contract)

What you’ll be doing:

• Managing the operational relationship with the Group’s third-party IT Service Desk and other external service delivery suppliers, acting as a service-management contact for performance, governance and operational escalation.
• Oversee day-to-day service delivery, approvals and major incidents, coordinating technical teams, stakeholder communications and priorities based on business impact, risk and capacity.
• Build strong business relationships, understand requirements and maintain IT governance, clear service ownership and support arrangements, including monthly account audits across applications.
• Lead problem management and continuous improvement, ensure new or changed services are operationally ready, and translate requirements into ServiceNow user stories.

What we’re looking for:

• Experience within a Service Delivery/IT Service Desk Management role is essential.
• Someone who is service focused with excellent communication and stakeholder management skills, good attention to detail, well organised and the ability to think laterally.
• Robust knowledge and understanding of Microsoft and iOS systems and technology is a must, while experience/knowledge of ServiceNow is highly desirable.
• Degree level and/or ITIL Foundation qualification, or equivalent demonstrable experience.

What You Will Get:

• A competitive salary depending on experience, and attractive benefits.
• A collaborative and supportive working environment, where you can develop & refine your industry knowledge and skills
• Hybrid working pattern out of our Retford, Leicester or Derby office.

Why PIB Group?

PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters.

We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be.

We also value ambition and creative thinking. You don’t have to tick every box to apply, if you bring fresh ideas and a drive to grow, we’d love to hear from you!

Inclusion & Accessibility

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.