Information Technology Service Delivery Manager

Location: Portfolio-based; multi-site working required

Contract: Permanent

Pattern: Full Time (37.5 hours per week)

We are looking for a Service Delivery Managers to join our team. Within this role the Service Delivery Manager will provide strategic leadership for the governance, performance and continual improvement of IT services across a portfolio of schools. Through strong leadership, stakeholder engagement and service governance, the role ensures technology services enable teaching, learning and business operations whilst continually evolving to meet the changing needs of Ark and its schools.

Working closely with Cluster IT Managers, Central IT teams, school leaders and strategic service partners, the Service Delivery Manager will provide leadership, assurance and direction across all aspects of IT service delivery. The Service Delivery Manager will be accountable for strengthening service performance, stakeholder confidence and operational maturity across their portfolio.

The role develops high-performing Cluster IT Managers and future service leaders; governs the performance and value delivered by service partners; and ensures strategic technology initiatives are successfully transitioned into sustainable live service.

Success is measured not only by operational performance, but by the confidence schools have in the IT service, the strength of stakeholder relationships, the maturity of service delivery practices, and the ability to deliver measurable improvement.

The IT Service Delivery Manager will report into Head of IT Services. This role will work across multiple Ark sites on a permanent basis working full time.

• Lead the governance of IT service delivery across multiple clusters, ensuring a consistent, customer-focused experience for schools and central services
• Monitor, review and govern performance through agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and customer satisfaction measures
• Provide leadership and assurance during major incidents, service disruptions and high-priority escalations, ensuring risks are managed and communication is clear and timely
• Champion continual service improvement, using operational insight, stakeholder feedback and performance data to deliver measurable improvements
• Build and maintain trusted relationships with Headteachers, School Business Managers, senior school leaders and central service teams, acting as a strategic representative for Ark IT
• Champion the voice of the customer, using stakeholder feedback to influence service improvement, investment decisions and future service development
• Lead, coach and support Cluster IT Managers, creating an environment that encourages accountability, collaboration and professional growth
• Govern supplier performance through regular service reviews, ensuring contractual obligations, service levels and KPIs are consistently achieved
• Lead the operational delivery of strategic technology initiatives, ensuring change is effectively planned, communicated and successfully adopted across assigned schools
• Champion a One IT approach, ensuring all teams work together to deliver a consistent, seamless and customer-focused experience for every school

• Right to work in the UK
• Prince2, Agile or another recognised project or change management qualification
• Proven experience leading and developing operational managers within an IT Service Management environment
• Strong understanding of IT Service Management principles and best practice
• Experience governing service performance through SLAs, KPIs, customer satisfaction and continual service improvement
• Ability to balance operational priorities with strategic objectives and organisational outcomes
• Experience leading major incidents, high-priority escalations and service recovery activities
• Excellent communication and relationship-building skills, with the ability to influence senior stakeholders
• Experience governing third-party suppliers and strategic service partners
• Knowledge of IT governance, risk management and information security principles
• 27 days annual leave plus bank holidays, rising with each year of service up to 30 days after 3-years’ service. This entitlement is pro rata for part time employees. This entitlement excludes bank holidays
• Full office closure between Christmas and New Year
• As an Ark employee, you will have the opportunity to be part of the TPT (The Pension Trust) scheme, our workplace pension scheme where we make an 11%…