Job Description

Posted 52 minutes ago

Service Delivery Manager

Cardiff office 2 days p/week | £400 p/day | 35 hours p/week

1 month initially – short term contract to cover a sabbatical

We’re looking for an experienced Service Delivery Manager to lead an IT service delivery function for a well-established organisation based in Cardiff.

You’ll manage the Service Desk and IT Operations teams, ensuring a high-quality, customer-focused IT service while working closely with internal stakeholders and third-party suppliers.

What you’ll be doing

* Lead, coach and develop the Service Desk and IT Operations teams

* Take ownership of day-to-day IT service delivery and performance

* Manage key IT suppliers and third-party services

* Develop and improve ITIL processes and service management

* Monitor service performance, KPIs and service levels

* Lead continuous service improvement initiatives

* Oversee IT assets, software licensing and operational documentation

* Support the transition of new systems and projects into live service

* Manage service reviews and work with stakeholders to resolve issues

* Identify opportunities to improve efficiency, performance and customer experience

What we’re looking for

You’ll have solid experience in IT Service Delivery / IT Service Management, ideally with experience managing service desk or IT operations teams.

You should have:

* Strong ITIL / IT service management knowledge

* Experience managing and developing technical teams

* Experience working with third-party suppliers

* Good understanding of service levels, KPIs and continuous improvement

* Strong communication and stakeholder management skills

* A practical, customer-focused approach to IT service delivery