IT Service Delivery Manager

About the Role

We’re looking for an experienced IT Service Delivery Manager to play a key role in shaping and improving how IT services are delivered across the firm. This is an opportunity to manage service performance, influence stakeholders at all levels, and ensure IT consistently meets the needs of the business.

• Proactively monitor service performance, identifying trends, risks, and opportunities for improvement.
• Ensure all IT services consistently meet agreed SLAs, KPIs, and business expectations.
• Provide clear, structured reporting and insight to support decision‑making and service improvement.
• Deal with escalations.

• Act as the primary interface between IT and the business.
• Build strong, trusted relationships with stakeholders across all areas of the firm, especially with the heads of office.
• Communicate service performance, issues, and improvements in a clear and business‑friendly way.

• Manage incident and major incident management processes to minimise disruption to the business.
• Ensure clear ownership, escalation, and communication throughout incidents.
• Drive effective problem management, identifying root causes and implementing long‑term fixes with our IT team.

• Drive a culture of continuous service improvement across IT.
• Identify and deliver opportunities to enhance service quality, efficiency, and user experience.
• Support automation and “shift left” initiatives to improve service outcomes.

• Oversee service changes to ensure minimal impact on live operations.
• Ensure changes are planned, controlled and implemented effectively.
• Work closely with project and technical teams to ensure smooth transition and acceptance into service.

• Manage supplier performance against agreed service levels and contractual commitments.
• Hold third parties accountable for delivery, ensuring issues are addressed promptly.
• Work with suppliers to improve service outcomes and maximise value to the firm.

• Provide clear and consistent reporting on service performance, risks, and improvements.
• Ensure appropriate governance is in place across service management processes.
• Support leadership with accurate, actionable insight into service delivery.

• Coordinate across IT teams to ensure aligned and effective service delivery.
• Promote accountability and ownership across all services.
• Ensure collaboration between Service Desk, Infrastructure, Cyber Security and Business Applications teams.

• Strong experience in IT service delivery or service management.
• A solid IT background, with a good understanding of how technical services operate.
• Proven experience managing SLAs, KPIs and service performance.
• Experience leading incident, major incident and problem management processes.
• Strong stakeholder management skills, with the ability to build trust at all levels.
• Robust organisational skills, attention to detail.
• Experience managing third‑party suppliers and holding them accountable.
• Good understanding of ITIL principles and service management practices.
• Excellent communication skills, both written and verbally, clear and concise, able to explain technical concepts in clear, business‑friendly terms.

• Experience working within a professional services environment.
• Exposure to service transformation or continuous improvement programmes.
• Familiarity with automation and service optimisation initiatives.
• ITIL certification or equivalent service management qualification.

• Customer‑focused and committed to delivering excellent user experience.
• Calm, structured and confident under pressure, particularly during major incidents.
• Proactive, accountable and outcome‑driven.
• Collaborative and able to influence across teams and senior stakeholders.
• Focused on continuous improvement and delivering measurable outcomes.
• Happy to travel to all our offices as required, and to build relationships with the Office managers.

• Scottish Widows Pension Scheme
• 28 days annual leave (plus public holidays)
• Bonus scheme
• Healthcare cash plan
• Electric vehicle scheme
• Happy People / Perks at Work benefits portal
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• Flu vaccinations

As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients. We are privileged to be an armed forces‑friendly organisation.