Senior IT Service Delivery Manager | Service Desk Lead

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

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.