IT Service Delivery Manager

Addition; Watford; Hybrid; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Private medical insurance

Enhanced pension contribution

Life assurance

Income protection

Birthday day off

Hybrid working

Job summary

Addition is seeking an experienced IT Service Delivery leader to head operational IT delivery, shape service excellence, and build strong relationships across the business while guiding a talented technical team.

Based in Surrey with hybrid working, the role covers incident, problem and change management, vendor management, governance, and continuous improvement of IT services and delivery to support business objectives.

Qualifications

• Proven leadership in IT service delivery or IT operations.
• Experience managing developers and systems analysts.
• Strong vendor and contract management skills.
• Experience with incident, problem and change management.
• Knowledge of SDLC and modern delivery practices.
• Familiarity with Jira, Confluence and GitHub.
• Knowledge of .NET, SQL and Power Platform.
• Strong stakeholder management and communication.
• Ability to prioritise workloads and own delivery.
• ITIL certification or experience in regulated industries advantageous.

Responsibilities

• Lead day-to-day delivery of IT services and ensure high support standards.
• Manage and develop a team of developers and systems analysts.
• Act as main operational contact between IT and business stakeholders.
• Oversee third-party suppliers ensuring SLAs.
• Coordinate major incidents and root cause investigations.
• Drive service improvements and continuous IT process enhancement.
• Manage release, change and application management activities.
• Collaborate with technology leaders to balance priorities.
• Support governance, compliance and security initiatives.
• Contribute to budgeting and vendor performance reviews.

Skills

IT Service Delivery

People management

Vendor management

Incident management

Change management

SDLC knowledge

Jira/Confluence

GitHub

Microsoft technologies

Tools

Jira

Confluence

GitHub

Power Platform

Job description

Join a well-established organisation where technology plays a key role in driving business success. This is an opportunity to lead operational IT delivery, shape service excellence, and build strong relationships across the business while managing a talented technical team.

Role Overview

• Location: Surrey (Hybrid)

What You’ll Be Doing

• Lead the day-to-day delivery of IT services, ensuring a high standard of operational support across the business.
• Manage and develop a team of developers and systems analysts, providing coaching, direction and performance support.
• Act as the main operational contact between IT and business stakeholders, resolving escalations and ensuring clear communication.
• Oversee third-party suppliers and managed service providers, ensuring SLAs and service standards are consistently achieved.
• Coordinate major incidents, problem management and root cause investigations to minimise business disruption.
• Drive service improvements, operational efficiencies and continuous enhancement of IT processes.
• Manage release, change and application management activities while maintaining robust documentation.
• Work closely with internal technology leaders to ensure projects and business-as-usual priorities are effectively balanced.
• Support governance, compliance and security initiatives, including audit readiness and operational risk management.
• Contribute to budgeting, vendor performance reviews and wider IT operational planning.

Main Skills Needed

• Previous experience in an IT Service Delivery, IT Operations or Service Management leadership role.
• Proven people management experience within technical teams, including developers and systems analysts.
• Strong supplier, vendor and contract management skills.
• Experience managing incident, problem and change management processes.
• Good understanding of software development lifecycles and modern delivery practices.
• Working knowledge of tools such as Jira, Confluence and GitHub.
• Familiarity with Microsoft technologies including .NET, SQL and the Power Platform.
• Excellent stakeholder management and communication skills with the ability to influence at all levels.
• Ability to prioritise workloads, manage competing demands and take ownership of operational delivery.
• ITIL certification or experience within regulated industries would be advantageous.

What’s in It for You

• Competitive salary and benefits package.
• Enhanced pension contribution.
• Private medical insurance.
• Life assurance and income protection.
• Enhanced annual leave options.Birthday day off.
• Career development and progression opportunities.
• Access to online learning and professional development resources.
• Modern office environment with a collaborative culture.
• Complimentary breakfast, fresh fruit and snacks.
• Regular social events and company celebrations.
• Hybrid working with the opportunity to make a real impact within a supportive IT leadership team.

Ready for something better? You know what to do.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.