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IT Service Delivery Manager

  • Location


  • Sector:

    Demand IT & Business Engagement

  • Job type:


  • Salary:

    £42000 - £45000 per annum

  • Contact:

    Mitchell Forbes

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    over 2 years ago

  • Expiry date:


  • Startdate:


Job description

Post Details

Please insert the post details

Job title:

IT Service Delivery Manager

Department / Location:

IT - London

Reports to:

Group IT Manager

Main purpose job:

Work with Group IT Manager in managing IT service delivery. Manage the ITIL processes and suppliers that deliver IT services.

  1. Dimensions of role

Post dimensions

Insert dimension of role

Financial/budget accountabilities: IT

Supports Group IS Service Managing the outsourced contracts and

ancillary contracts £1,000k p.a.

Staff responsibilities:

Direct none

Works with IS Service managers operating companies and Shared Service Center

Any other statistical data:

IT standards apply to 4 operating companies.

IT services are delivered to circa 350 users in 7 offices, primarily in London, Glasgow, Fort William and Utrecht.

As a result, IS services play a critical role in operational objectives.

  1. Key accountabilities/responsibilities


Insert description for each of the general and role specific accountabilities and responsibilities required to be undertaken by the role, list any specific tasks/activities required to be undertaken.


Service delivery and IT security Group

  • Pro-actively ensure end-user satisfaction and the smooth and continued operation of all office based technology
  • Take ownership of service incidents, security incidents and other issues that affect Business as Usual, to ensure timely remedy; communicate and escalate in close collaboration with outsourced technology and support providers
  • Stringent execution of tasks within the operational ITIL processes, including incident, change, availability, asset, security, identity and knowledge management
  • Assist the Group IT Manager in generation and presentation of statistics and reports to display management of service levels, costs and suppliers.
  • Provide direct technical support to VIP users


Service standards

  • Support Head of IS in establishing and monitoring IS delivery standards for and subsidiaries, and ensuring that suppliers understand and comply with these standards.
  • Execute monitoring procedures to ensure that all agreed policies are complied with.



  • Participate in and lead some Group-wide projects, including new office builds, technology updates, supplier changes and service improvements



  • Stand-in for Group IT Manager during absence, taking full responsibility for all IT services delivered to the Group

  1. Contact with others

Post Details

Purpose, nature:

Interaction with IT users to provide support, advice and any training required

Working with IS Management in Group and subsidiaries to ensure service standards are maintained;

Working with IS suppliers to Group and subsidiaries to maintain service quality and value for money.



Means of contact:

Telephone, email, Instant Messaging and Face to Face

  1. Key behavioural indicators

common behaviours


  • Considerate and patient in dealing with User queries
  • Treats team members as internal clients and highly customer oriented


  • Technically competent, capable of embracing technology and explaining it with confidence and clarity to Users. Clear in communication and dealing with colleagues
  • Strives towards personal development and improvement wherever possible
  • Attentive to detail, structured and ambitious to deliver 100% accuracy


  • Resolves issues before business is impacted is critical to the success of this role
  • Identifies suitable training that may assist specific Users in effectively conducting their role
  • Uses initiative to identify issue and risk areas and introduce/suggest improvements where required
  • Focus on increasing efficiency and costs saving
  • Self-motivated and look after the basic motivations of the wider team


  • Able to communicate effectively with any user, through whichever means is appropriate
  • Treats all colleagues with respect (and expect to be treated with respect)
  • Collaborative and considerate. Works to resolve issues on behalf of the team
  1. Person specification

Person Specification



Attainments: education, qualifications & training requirements

BCS ITIL IT Service Management Specialist Certificates (or equivalent)

GCSE Computer Science;

(both certificates or equivalent skills gained in the workplace)

Proficiency in MS Office 2013 applications;

Excellent command of MS Excel;

MCSE: SharePoint

European Computer Driving Licence (ECDL) Intermediate IT Security (or equivalent)

Abilities: skills & aptitudes required

Good person-to-person skills;

Good communication skills,

Communicate easily and clearly with Users;

Good and clear written and spoken English

Discipline in consistently applying and enforcing the Group IS Service and Security standards.

High degree of attention to detail

Organised and able to multi-task and manage a range of tasks/projects simultaneously

Ability to work under high pressure and some challenging deadlines;

GCSE English Language

GCSE Mathematics

General intelligence: experience & knowledge capabilities

Previous experience in similar role(s), 5+ years of experience in IT service delivery.

IT Service Management system experience

Experience in producing technical and end user documentation

Able to quickly interpret requirements and issues, and to review technical designs

Experience in supporting diverse ability users at all levels of seniority;

DNS and SSL management skills

Personal circumstances/wellbeing requirements: e.g. travel, flexibility, health

Post will mainly be located in London however travel to other offices may be required.

Willing to work outside of core hours, sometimes for prolonged periods, to assist in resolution of critical priority issues or deliver projects to deadline;