Senior Service Delivery Manager

We are currently working in partnership with an organisation based in Lincolnshire, who are recruiting for an IT Service Delivery Manager on a hybrid basis.

The ideal candidate will have proven experience managing IT end-user services in a complex organisation, hold ITIL 4 certification (or equivalent), and have experience managing vendors and outsourced service providers.

• Leading the delivery and improvement of all end-user compute services
• Driving automation, AI-based support, and self-service adoption to improve first‑time fix rates
• Acting as a senior escalation point for complex user issues and incident management
• Managing relationships with outsourced service providers and ensuring SLAs are met
• Overseeing device lifecycle management and sustainable technology practices
• Monitoring performance using Power BI and analytics to inform service enhancements
• Ensuring alignment with modern workplace tools including Office 365, SharePoint, Microsoft Defender, Power Platform, and ESRI ArcGIS
• Embedding service governance frameworks and supporting Agile, product‑led delivery

• Proven experience managing IT end‑user services in a complex organisation
• Experience managing vendors and outsourced service providers
• Demonstrable track record of leading service improvement using automation and analytics

• Strong grounding in ITIL (ITIL 4 preferred)
• Knowledge of Office 365, SharePoint, and Microsoft endpoint management platforms
• Understanding of service governance frameworks including ITIL 4, GDAD, and NIST CSF 2.0
• Ability to use data and analytics tools such as Power BI
• Collaborative approach with strong stakeholder management skills
• User‑first mindset with strategic thinking capability

Please note that you require recent experience to apply for this role.