IT Service Delivery Manager

IT Service Delivery Manager

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• Annual Salary: £70,000 - £80,000
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• Location: Watford – hybrid
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We are seeking a Service Manager responsible for the end-to-end delivery, performance, and continuous improvement of IT services supporting our clients business functions. This role involves managing the full lifecycle of several business-facing services in a multi-vendor, outsourced environment using SIAM and ITIL methods. The ideal candidate will have a strong focus on customer experience, service quality, and operational efficiency.

Day-to-day of the role:

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• Lead the service desk, field support, and asset management functions, including budget accountability and people development.
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• Ensure IT services deliver business value, meet agreed performance targets, and operate within budget.
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• Maintain the IT Service Catalogue and ensure services are aligned with front office needs.
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• Develop trusted relationships with business stakeholders to understand operational priorities and shape a service delivery model that maximises IT value.
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• Collaborate with other Service and Digital Managers to align processes, share best practice, and contribute to continuous improvement across the IT organisation.
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• Manage the delivery and maintenance of front office IT services including service desk, hardware lifecycle management, software asset management, and telephony systems.
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Required Skills & Qualifications:

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• Demonstrable experience in service ownership and delivery of end-user workplace services such as service desk, laptops/desktops, mobile phones, printers, and software licensing.
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• Experience managing IT services in a multi-vendor, Managed Service or outsourced environment.
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• Strong knowledge of IT asset management best practices.
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• Proficient in ITIL and SIAM methodologies.
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• Skilled in incident, problem, and change management.
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• Experience managing budgets and cost allocation.
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• Excellent communication and presentation skills, with the ability to produce high-quality documentation and reporting.
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• Ability to work independently and in teams, with a business-focused, service-driven mindset.
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