Role details

IT Service Delivery Manager

Hertfordshire   •   £50,000 - £60,000   •  Permanent

Bullet points

  • ITIL, Drive and Manage SLA, Manage Service Desk team, Manage Projects.
  • Working for a large national retalier

About Our Client

My highly reputable national retailer based in Hertfordshire are looking for an IT Service Delivery Manager to be the face of IT for all Internal Users.

Job Description

IT Service Delivery Manager


  • Definition of SLA in relation to IT services, ensuring that SLA's are met and that service quality and user expectations are met or exceeded.

    • Lead Continuous Service Improvement - continually identify opportunities to improve the efficiency and effectiveness of the IT services provided.
    • Day-to-day management of vendors ensuring that contracted services meet SLA's and business requirements.
  • Build and maintain user and vendor relationships both internally and externally. Conduct user and vendor service review meetings covering performance, service improvements, quality and processes.

  • Act as escalation point for the IT team .
  • The Service Desk is a six days per week operation, as such the Service Delivery Manager will be expected to provide on-call cover Monday - Saturday.


  • Manage and coordinate urgent and complicated support issues.
  • Act as the primary escalation point for all requests and incidents assuming the role as Major Incident Manager where appropriate.
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Be responsible for ensuring the twice-weekly Change Advisory Board (CAB) takes place on-time and that all decisions are acted upon as agreed within the CAB.
  • Maintain an updated problem log, and work with others in the IT organisation to ensure these are prioritised and fixed within agreed timescales.
  • Undertake regular service ticket reviews and develop strategies for improvement.


  • Train, coach and mentor Service Desk Team Leader and team of 7.
  • Identify and drive strategies for best use of resource.

The Successful Applicant

  • ITIL foundation accreditation (minimum).
  • Background of implementing Service Delivery change to a high standard, with experience of transitioning existing services.
  • Demonstrable experience of supplier management within an IT environment.
  • Experience of working with third-party service providers e.g. contact centre.
  • Proven report writing capabilities.
  • Proven stakeholder management skills.

What's on Offer

£50,000 - £60,000 + Bonus + benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Jaskiran Gulati on +44 2072 69 2294 quoting job reference 13756017
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