Job Description

Posted 1 hour ago

Service Delivery Manager (SC Cleared) ITIL V3 – ITIL V4

Leeds (Hybrid)

6 Month Contract

to £425-£450/day (Inside IR35)

Service Delivery Manager needed with SC Security Clearance preferred, Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.

6 Month Contract based in Central Leeds (Hybrid). Start ASAP in Feb/March 2026.

Hybrid Working – 3 days/week remote (WFH), and 2 days/week working on-site from the Leeds office.  Occasional travel Manchester.

Day Shift with participation in an on-call rota for Major Incident Management.

A chance to work with a leading global IT and Digital transformation business specialising in Government projects:

Experienced Service Delivery Manager / Service Management role

Service Management expert across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management.

Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.

Strong customer-service orientation with a pragmatic problem-solving approach.

Proven advocate and practitioner of ITIL best-practice processes.  Familiarity with Experience in ITIL or other service management frameworks. ITIL V3 required and ITIL V4 preferred.

Hands-on experience with ITSM / helpdesk tooling (e.g. ServiceNow)

Also provide on-call Major Incident Management cover, ensuring rapid coordination, clear communications and effective resolution.

Deliver service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.

Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing.

Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement.

Ensure technical solutions continue to meet business requirements throughout the service lifecycle.

Oversee the end-to-end service lifecycle, including service support, delivery, and transition activities.

Desirable:  Experience in Major Incident Management, Incident Management, and Service Transition

Strongly desirable SC Security Clearance used on a project within the past 12 Months