Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Our 1,450 expert professionals, headquartered in Woking, UK and Tucson, Arizona, have a shared mission to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer. Role Description: The IT Service Delivery Manager is responsible for overseeing the delivery of high-quality IT services to our internal clients. This role involves managing the day-to-day operations of the IT service delivery team, ensuring service levels are met, and driving continuous improvement in service delivery processes. The ideal candidate will possess strong leadership skills, a customer-centric approach, and a deep understanding of IT service management principles. This role will be based in our Woking, Surrey office with a hybrid working set up. Responsibilities: Lead and manage the IT service delivery team to ensure effective and efficient IT service delivery. Monitor and achieve service performance metrics and KPIs. Develop and maintain strong relationships with stakeholders and clients, acting as the primary contact for service delivery issues. Ensure adherence to service delivery processes, policies, and procedures, with continuous improvements. Oversee incident and problem management processes, ensuring timely resolution and effective root cause analysis. Manage change and release management processes, ensuring smooth implementation and minimal impact. Identify and implement opportunities for process improvements and drive a culture of continuous improvement. Managing budgets related to service delivery and allocating resources efficiently to meet service delivery demands and ensuring cost-effective service provision. Conducting financial analysis to forecast future budgetary needs and identify cost-saving opportunities Communicate effectively with senior management, providing regular updates on service performance and improvement initiatives. Provide leadership, coaching, and mentoring to the IT service delivery team, fostering a collaborative and high-performance culture. Ensuring that resources, including personnel, technology, and materials, are allocated in a way that meets service delivery demands effectively and efficiently. Continuously evaluating the utilization of resources to ensure maximum productivity and service quality. Manage end-user hardware/application deployment and support, ensuring maximum system availability. Project manage the successful implementation of ICT projects. Gather and analyse user satisfaction scores monthly and update knowledge base articles. Knowledge, Skills & Abilities: Bachelor’s degree in computer science, Information Technology, or a related field. Proven experience (5 years) in a service delivery management role within an IT environment. ITIL certification or equivalent in IT service management. Experience with Microsoft 365 Technologies/Administration. Experience in managing IT service delivery in a global, matrixed organisation. Excellent leadership and team management skills. Exceptional communication and interpersonal skills. Strong analytical and problem-solving skills. Excellent project management skills with strong planning and organizational abilities. High levels of customer service skills. Ability to work under pressure and manage multiple priorities in a fast-paced environment. Adaptable and flexible to changing demands, with the ability to implement and manage change. Experience with ITSM tools such as ServiceNow, Service Desk Plus, or similar. Project management certification (PMP, PRINCE2) is an advantage. Proficient in Microsoft 365 apps (Word, Excel, PowerPoint, Outlook, and Teams), with experience of M365 Copilot desirable LI-Hybrid LI-MC