IT Service Delivery Manager

Location: Home Based, Site Visits Expected

Working Hours: 37

Contract Type: Permanent

Please note:

The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band.

Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England.

Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.

Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change.

We’re now looking for a proactive IT Service Delivery Manager who can lead our Service Delivery function with energy, empathy and expertise ensuring reliable, secure, and customer-focused IT services across the organisation.

Reporting to the Head of IT Service Delivery, you will lead a team of technical specialists responsible for delivering high-quality IT support, maintaining end-user technology, implementing new services, and driving continual improvement across the IT landscape. You will also work closely with the IT Service Desk Manager and infrastructure colleagues to deliver a seamless end-to-end support experience for colleagues across the organisation.

• Lead and develop the Service support team, ensuring high standards of technical support and customer service.
• Manage and support the 2nd Line Support function, overseeing complex incidents, escalations and technical problem resolution.
• Drive continual improvement across IT Service Management processes, including Incident, Problem and Change Management.
• Work closely with the IT Service Desk Manager to improve customer experience, reduce repeat incidents and enhance service performance.
• Ensure services remain secure, reliable and fit for purpose.

• Provide technical leadership and guidance across the Service Delivery function.
• Act as an escalation point for complex technical issues and major incidents.
• Support the implementation of new technologies and services into the live environment.
• Monitor infrastructure and end-user compute environments.
• Maintain oversight of hardware, software and IT assets.
• Manage key supplier relationships and service contracts.
• Ensure third-party providers deliver against agreed service levels, quality standards and contractual commitments.

• Monitor and report on service performance, including SLAs, customer satisfaction, incident trends and service improvement initiatives.
• Use data and insights to identify opportunities to improve efficiency, quality and user experience.
• Ensure service delivery aligns with organisational objectives.

• Build effective relationships with colleagues, suppliers and stakeholders across the organisation.
• Maintain a visible presence at sites, acting as an ambassador for IT.
• Work collaboratively across IT teams to ensure joined-up service delivery.

We're looking for an experienced IT professional who combines strong leadership skills with excellent technical knowledge, an eye for detail and a passion for delivering outstanding customer-focused services.

• Experience leading and developing technical support or service delivery teams.
• Strong background in IT Service Management and ITIL best practices.
• Experience managing complex IT environments within a medium or large organisation.
• Experience managing suppliers, contracts and third-party service providers.
• Proven ability to deliver service improvements and operational change.
• Experience of managing technical projects and implementing new technologies.

• Active Directory and Group Policy.
• DHCP and DNS.
• IT infrastructure and networking (LAN/WAN).
• End-user computing environments.
• Asset…