IT Service Delivery Manager

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 millions of people planning their next move, reading the latest industry news, or just browsing what’s on the market.

Reports to:

Head of IT Service and Operations

Are you an experienced and motivated IT 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.

• 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.

• 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…