IT Service Delivery Manager

Extraordinary Care. Extraordinary Culture. Extraordinary Careers.

Helping Hands is a purpose-driven organisation where technology plays a vital role in supporting high-quality care. We’re looking for an experienced IT Service Delivery Manager to help ensure our IT services are reliable, customer focused and continuously improving.

Based at our Alcester Support Office with hybrid working, and reporting to the IT Head of Service Delivery
, you’ll own end-to-end IT service delivery across the organisation. You’ll work closely with technical teams, business stakeholders and third party suppliers to ensure services meet SLAs, support business needs and deliver a great user experience.

• Own and manage IT service delivery across the organisation
• Monitor performance against SLAs, KPIs and CSAT, driving service improvements
• Lead incident, problem and change management in line with ITIL principles
• Support and coordinate technical teams to resolve service issues efficiently
• Maintain service documentation and support audits and compliance activity
• Work with suppliers to ensure value, quality and performance
• Minimise service disruption and support operational continuity

• 5+ years’ experience in IT service delivery or service management
• Strong knowledge of ITIL v3 / v4 frameworks
• Experience with incident, problem, change and service request management
• Excellent stakeholder and communication skills
• Strong problem-solving and root cause analysis capability
  
  Li>
• Experience using service management tools (e.g. Service Now, Fresh Service, Connect Wise)
• Confident, structured decision-maker able to work at pace
• Experience in the care sector
• ITIL Practitioner or ITIL 4 Managing Professional
• Degree in IT / Computer Science or equivalent
• Experience improving JML processes and working with CMDBs

• Real opportunity to influence and improve IT services
• Collaborative, supportive culture
• Purpose led organisation where your work makes a difference
• Inclusive workplace where everyone is welcome

At Helping Hands, we’re proud to champion diversity and inclusion. All applications are considered fairly in line with our Equality and Diversity Policy.