IT Service Delivery Manager London, UK

Rightmove Group; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension and Life Insurance

27 days holiday + volunteering days

Hybrid working (2 days in office)

Job summary

Rightmove is hiring an IT Service Delivery Manager in London. You will lead the IT Helpdesk and Service Analysts, ensure SLAs are met, and champion service-quality improvements. Align delivery with business goals and monitor KPIs to drive continuous enhancements.

You will report to the Head of IT Service and Operations and work in a hybrid setup, requiring occasional travel to Milton Keynes. Your focus will be on delivering exceptional internal IT support and meaningful process improvements.

Qualifications

• Proven ability to lead IT service teams and drive high performance.
• Strong knowledge of ITIL and service-management best practices.
• Analytical mindset with data-driven decision making.

Responsibilities

• Lead day-to-day IT service operations including helpdesk and service-analyst teams.
• Drive service-improvement initiatives to enhance quality and efficiency.
• Develop and report KPIs; take corrective actions when needed.
• Foster a customer-centric culture for internal users.
• Oversee incident and problem management to minimise business impact.
• Manage relationships with vendors and internal stakeholders.
• Drive adoption of ITIL or equivalent frameworks across teams.

Skills

Leadership

ITIL

Service Delivery

KPI Management

Vendor Management

Incident & Problem

ServiceNow

Jira Service Management

Tools

IT infrastructure

Cloud technologies

Job description

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler,by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen.

We’re home to the UK’s largest choice of properties and are the go-to destination for millionsof people planning their next move, reading the latest industry news, or just browsing what’s on the market.

Location: London - Hybrid (2 Days) – Travel to Milton Keynes Required
Reports to: Head of IT Service and OperationsThe role

Are you an experienced and motivatedIT Service Delivery Manager? We’re looking for someone like you to lead and optimize our IT service operations! You’ll be overseeing the Service Analysts and IT Helpdesk teams, ensuring that our internal users receive seamless and high-quality IT services.

This role is crucial for driving efficiency, enhancing service levels, and nurturing a customer-centric approach within our IT department.

As the IT Service Delivery Manager, you will align our service delivery with business objectives, set and monitor KPIs, and champion best practices across the teams.

What you’ll be doing

• Manage IT Service Operations:Lead the day-to-day operations of the IT Helpdesk and Service Analysts teams, ensuring services are delivered efficiently and meet established SLAs (Service Level Agreements).
• Service Improvement Initiatives:Discover areas for improvement within the IT service delivery process and spearhead initiatives to enhance service quality, efficiency, and customer satisfaction.
• KPI Management and Reporting:Develop, monitor, and report on Key Performance Indicators (KPIs) to track the effectiveness of the service teams, and implement corrective actions when needed.
• Customer-Centric Service Delivery:Create a culture where our internal employees feel valued as customers, ensuring their IT support needs are met with exceptional service and professionalism.
• Incident and Problem Management:Oversee incident and problem management processes, ensuring timely resolution of issues to minimize the impact on business operations.
• Vendor and Stakeholder Management:Build and manage relationships with external vendors and internal stakeholders, ensuring alignment with service delivery goals and effective communication of service performance.
• Continuous Improvement and Best Practices:Lead the adoption of ITIL or other service management frameworks, driving continuous improvement and ensuring the teams align with industry best practices.
• Team Leadership and Development:Provide leadership, mentoring, and development opportunities for the service desk and service analysts teams, fostering a high-performing and motivated team.
• Resource and Capacity Planning:Ensure the IT service teams have the appropriate resources and capacity to meet current and future demands.
• Change Management:Oversee the implementation of new technologies and processes within the service teams, ensuring smooth transitions and minimal disruption to services.

We’re looking for someone with:

• Strong Leadership Skills:Proven ability to lead and manage IT service teams, driving high performance and customer satisfaction.
• Service Management Expertise:In-depth knowledge of IT service management frameworks (e.g., ITIL) and experience in implementing best practices within an IT service environment.
• Analytical Mindset:Strong analytical skills with the ability to make data-driven decisions and continuously improve service delivery.
• Customer Focus:Passion for delivering exceptional service to internal users and fostering a customer-centric culture within the IT teams.
• Organizational Skills:Excellent organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Communication Skills:Strong verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels.
• Technical Understanding:A good understanding of IT infrastructure, cloud technologies, and the operational requirements of IT support teams.

Technical Expertise:

• IT Service Management:Strong background in IT service delivery and management, with experience in ITIL or other service management frameworks.
• Incident and Problem Management:Hands-on experience managing incident and problem resolution processes, minimizing impact on business operations.
• KPI Management:Proven track record of developing and managing KPIs to measure and improve service delivery performance.
• Tooling and Technologies:Familiarity with service management tools (e.g., ServiceNow, Jira Service Management) and IT support technologies.

What you’ll bring to the role

• Proven Experience in IT Service Management:Demonstrated success in managing IT service delivery, including experience with ITIL or similar frameworks.
• Leadership and Team Development:Proven ability to lead, develop, and inspire IT service teams to achieve high levels of performance and customer satisfaction.
• Continuous Improvement:A strong commitment to continuous improvement, with a track record of implementing service enhancements that improve efficiency and effectiveness.
• Change Management Skills:Experience in managing change within IT service teams, particularly in the adoption of new technologies and processes.
• Strategic Alignment:Ability to align IT service delivery with business objectives and drive initiatives that support overall organizational goals.

Our Approach to AI

At Rightmove, we believe software and product are ultimately people problems, and everything we build aims to improve the lives of others. We see AI as a helpful way to create more space for the human side of our work, from understanding real needs to making sure we are solving the right problems in the right way. There is an expectation that you are proactive in exploring how AI can support your own workflow and productivity, and that you approach it with curiosity and an open mind.

Life at Rightmove

Despite our growth, we’ve remained a friendly, supportive place to work, with employee #1 still working here! We’ve done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include:

• Wecreatevalue…by delivering results and building trust with partners and consumers.
• Wethinkbigger…by acting with curiosity and setting bold aspirations.
• Wecaredeeply…by being real, having fun, and valuing diversity.
• Wemovetogether…by being one team - internally collaborative, externally competitive.
• Wemakea difference…by focusing on delivering measurable impact.

We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 89% of Rightmovers saying we’re a great place to work, we’re clearly doing something right!

What we offer

• Cash plan for dental, optical and physio treatments.
• Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan.
• 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes.
• Contributory stakeholder pension.
• Life assurance at 4x your basic salary to a spouse, family member or other nominated person in your life.
• Competitive compensation package.
• Paid leave for maternity, paternity, adoption & fertility.
• Travel Loans, Bike to Work scheme, Rental Deposit Loan.
• Charitable contributions through Payroll Giving and donation matching.
• Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more.
• We offer hybrid working with a minimum of 2 days in the office. For our roles, such as Field or Home-based positions, different working arrangements apply - full details will be shared during the recruitment process.

As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.
At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success. We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.