Service Delivery Manager

Biometric Talent; Leeds; On-site; GBP 55,000 - 75,000; Full time

Job summary

Biometric Talent is recruiting an experienced IT Service Delivery Manager for a permanent role in Leeds. You will lead end-to-end IT service operations, ensuring reliability, security and alignment with business needs.

You will oversee Service Desk, Desktop Support, Microsoft Application Support, supplier management and continual service improvement, building a high-performing team and establishing SLAs and performance metrics across the function.

Qualifications

• Experience in IT Service Delivery / ITSM
• Strong knowledge of ITIL principles and processes
• Experience leading IT Service Desk / technical support teams
• Experience managing Incident, Problem, Change and Request Management
• Strong understanding of SLAs, KPIs and service performance reporting
• Experience working with Microsoft-based technology environments
• Experience with supplier/third-party management
• Excellent stakeholder management and communication skills

Responsibilities

• Own and continually improve IT Service Delivery across Incident, Request, Problem, Change and Supplier Management
• Lead, mentor and performance manage the IT Service Delivery team
• Establish and manage SLAs and service performance measures
• Use MI from the Service Desk platform to measure performance and report to senior stakeholders
• Develop a high-performing Service Desk across 1st/2nd/3rd line support
• Act as escalation point for incidents and tickets at risk of breaching SLAs
• Drive improvements in service stability, customer satisfaction and operational maturity
• Manage supplier performance and ensure third-party services meet standards
• Build strong relationships with stakeholders and communicate IT services clearly
• Identify opportunities for automation and continual improvement
• Promote a customer-first culture in IT

Skills

ITSM

ITIL

Leadership

Stakeholder management

Service Desk leadership

KPI reporting

Incident/Problem/Change

Automation mindset

Tools

Service Desk software

Job description

IT Service Delivery Manager

Permanent

Location: Leeds - Hybrid (3 days onsite Wednesday & Friday fixed + 1 day of your choice)

Industry: Legal Services

About the Client

Our client is one of the largest direct conveyancers in England and Wales, operating at the forefront of the UK property market since 2000. They have supported over 1.2 million customers and currently arrange approximately one in every four remortgages nationwide, consistently ranking among the top home mover conveyancing providers.

Known for their strong customer focus and operational excellence, the organisation places real emphasis on quality, compliance and professional development. This is an excellent opportunity to join an established business and take ownership of the ongoing development and performance of its IT service delivery function.

How you’ll spend your day

As IT Service Delivery Manager, you'll take responsibility for leading and continually improving the organisation's end-to-end IT service operations, ensuring technology services are reliable, secure and aligned with the needs of the business.

You'll provide leadership across Service Desk, Desktop Support, Microsoft Application Support, supplier management and continual service improvement, while leading and developing a high-performing technical support team.

You’ll be responsible for:

• Owning and continually improving IT Service Delivery across Incident, Request, Problem, Change, Knowledge and Supplier Management
• Leading, mentoring and performance managing the IT Service Delivery team
• Establishing and managing SLAs and service performance measures aligned with business expectations
• Using MI from the Service Desk platform to measure performance and provide regular service reviews to senior stakeholders
• Developing a high-performing Service Desk covering 1st, 2nd and 3rd line support
• Acting as the escalation point for incidents and tickets at risk of breaching agreed SLAs
• Driving improvements in service stability, customer satisfaction and operational maturity
• Managing supplier performance and ensuring third-party services meet agreed standards
• Building strong relationships with stakeholders across the organisation and ensuring clear communication around IT services
• Identifying opportunities for automation and continual improvement across IT operations
• Ensuring service management practices align with ITIL principles, internal policies and regulatory requirements
• Promoting a customer-first culture across the IT function

What you’ll bring to this role

We're looking for an experienced IT Service Delivery professional who combines strong operational leadership with excellent stakeholder management and a genuine focus on improving service quality.

You’ll bring:

• Strong experience within IT Service Delivery / IT Service Management
• Previous experience managing or leading an IT Service Desk / technical support function
• Good knowledge of ITIL service management principles and processes
• Experience managing Incident, Problem, Change and Request Management
• Strong understanding of SLAs, KPIs and service performance reporting
• Experience managing and developing technical support teams across 1st, 2nd and/or 3rd line
• Experience working with Microsoft-based technology environments
• Strong supplier and third-party management experience
• Excellent stakeholder management and communication skills
• Experience using Service Desk MI and reporting to identify performance improvements
• A strong focus on customer experience and service excellence
• The ability to identify opportunities for automation, efficiency and continual improvement
• Strong organisational, analytical and problem-solving skills

Equal Opportunities

We are committed to providing equal opportunities for all candidates and welcome applications from individuals regardless of age, disability, gender identity, marital status, race, religion or belief, sexual orientation, or any other characteristic protected by law. As an employment agency for permanent and contract hires, we are dedicated to promoting a diverse and inclusive workforce, and we encourage applications from underrepresented groups to drive innovation and equality within the workplace.

Should you require any reasonable adjustments please let us know so we can accommodate for any interactions with us at Biometric Talent, but also inform the client to ensure reasonable adjustments are made to allow for a fair and equitable process.