Information Technology Service Delivery Manager

Interim IT Service Delivery Manager (Contract)

Location: Rugby (2-3 days per week onsite)

Duration: 6 months

SC CLEARANCE IS HIGHLY PREFFERED - SC CLEARANCE ELIGIBILITY IS ESSENTIAL

We are seeking an experienced IT Service Delivery Manager to bring structure, visibility and operational governance to a UK IT function. This is a hands‑on contract role focused on improving service management, stakeholder engagement and operational performance.

• Act as the operational interface between local IT teams and corporate Centres of Excellence (CoEs).
• Establish core service management processes, metrics, KPIs and reporting.
• Define and implement SLA/OLA frameworks with business stakeholders.
• Produce weekly service reporting covering incidents, requests, escalations, risks and service performance.
• Drive ticket, incident and problem management improvements.
• Coordinate escalations across internal teams, CoEs and third‑party suppliers.
• Lead regular service review meetings and operational governance forums.
• Improve visibility of demand, workload, priorities and capacity.
• Identify service, process and ownership gaps and implement practical improvements.
• Maintain a focused service improvement roadmap.
• Provide concise weekly updates to senior IT leadership.

• Proven IT Service Delivery Management experience.
• Experience operating within immature or low‑process IT environments.
• Ability to build service reporting, KPIs and SLA frameworks from scratch.
• Strong stakeholder, supplier and escalation management skills.
• Practical, pragmatic ITIL experience.
• Experience delivering service improvements within complex, matrix organisations.
• Confident engaging with senior business stakeholders and technical teams.
• Experience with in manufacturing, engineering, defence, regulated or other complex enterprise environments.

Within 3–6 months, you will have:

• Established service metrics, reporting and governance.
• Defined escalation paths and SLA/OLA measures.
• Improved visibility of ticket, incident and service trends.
• Increased engagement between local teams and corporate CoEs.
• Clarified operational ownership and responsibilities.
• Delivered a practical service improvement roadmap.
• Reduced operational escalations reaching senior leadership.
• Improved control and stability of BAU service delivery.