Service Delivery Manager
Service Delivery Manager
£400 Per Day, Inside IR35
Cardiff
Hybrid
1-Month Contract Initially
Immediate Start
Your new company
An organisation based in Cardiff.
Your new role
The Service Delivery Manager will lead and maintain the customer-focused IT service desk and manage the second line team responsible for delivering day-to-day IT support services. They will manage the delivery of third-party provided services and implement IT projects with accountability for IT service delivery.
Responsibilities
- Led and managed Service Desk and IT Operations teams, overseeing workload planning, performance management, recruitment, training, and professional development.
- Owned end-to-end IT service delivery, ensuring high service levels, effective incident management, continual service improvement, and operational excellence.
- Implemented and maintained ITIL-aligned processes, service reporting, asset management, software licencing compliance, and audit requirements.
- Managed key third-party suppliers, service contracts, and stakeholder relationships, ensuring effective communication between business users and IT teams.
- Produced business cases, operational documentation, and service review reports while driving efficiency improvements and service enhancements.
- Supported the transition of new technologies into operational support, collaborating with technical and business stakeholders to align IT services with organisational objectives.
- Championed customer service excellence, equality and diversity, staff wellbeing, health and safety, and continuous improvement across the IT function.
- Proven experience managing an IT Service Desk or IT Support function
- Strong service management and operational leadership skills
- Experience working within ITIL-based environments
- A track record of driving service improvement and managing service performance
- Excellent stakeholder management and communication skills
- Experience leading and developing technical support teams
- Hybrid Working
- Up to £400 Per Day, Inside IR35
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