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Service Delivery Manager - ITSM, Liverpool
Client:
The Investigo Group
Location:
Liverpool, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
35026791099e
Job Views:
7
Posted:
18.02.2025
Expiry Date:
04.04.2025
Job Description:
Role: Service Delivery Manager – ITSM
Location: Liverpool, Merseyside, North West England - hybrid working
Job Type: Full-time, Permanent
About Us
Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom. The group is multi-functional with a large portfolio of B2B products and services.
Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community.
About You:
You are a results-driven, detail-oriented professional with a passion for delivering exceptional IT services. You thrive in fast-paced environments and are proactive in identifying and resolving issues. You are a confident communicator and an approachable leader who inspires and motivates others. Your collaborative mindset helps you engage effectively with diverse teams and stakeholders.
What You'll Bring
* A strong background in IT service delivery and ITSM frameworks.
* Experience leading and developing high-performing teams.
* A passion for continuous improvement and innovation.
* Excellent problem-solving skills and a customer-centric approach.
About The Team:
The Platform team manages core platforms delivering products globally to tens of thousands of customers. The team comprises generalists and specialists across 1st to 4th line, with collaborative, knowledge-sharing culture. They are innovative, proactive, and committed to delivering world-class service.
About The Role:
We are seeking a Service Delivery Manager – ITSM to lead our IT Service Desk Team. This role is critical in ensuring the efficient operation of our IT services, with a strong focus on Incident Management, Problem Management, Change Enablement, Service Level Management, and Service Request Management.
As the ITIL SME within the group, you will define, implement, and improve ITIL core management practices, ensuring best practices are adopted and operational efficiency is maximized. You will also lead and develop a team of Service Desk Analysts, ensuring a high standard of service delivery and continuous improvement.
Key Responsibilities:
* ITIL Leadership: Act as the Group SME in ITIL core management practices, driving best practice adoption.
* Service Level Management: Define, negotiate, and manage SLAs and OLAs with both internal and external stakeholders.
* Service Delivery: Ensure the timely resolution of incidents and service requests within agreed SLAs.
* Incident & Problem Management: Lead root cause analysis, implement solutions, and reduce incident frequency.
* Team Leadership: Manage and mentor Level 1–1.5 Service Desk Analysts.
* Change Enablement: Oversee controlled change implementation while maintaining system stability.
* Escalation Management: Act as the escalation point for complex technical issues.
* Performance Monitoring: Track performance against KPIs like call quality, first-time fix rates, and SLA adherence.
* Continuous Improvement: Identify opportunities to improve ITSM processes.
* Collaboration: Work with Platform, Operations, and external customer SPOCs.
* Reporting: Provide regular dashboard reports on ITSM performance metrics.
* Staff Development: Support team growth through training, coaching, and performance reviews.
* Compliance & Security: Ensure adherence to IT security standards and company policies.
Requirements
What We're Looking For:
The ideal candidate will have:
* Qualifications
* ITIL v4 Certification (Minimum: Foundation plus one or more Specialist qualifications).
* Agile Certification (e.g., SCRUM Master) preferred.
* Technical certification in CompTIA, Microsoft, or equivalent experience.
* Bachelor’s degree or equivalent.
* Experience
* 3+ years in IT Service Desk leadership, preferably in high-pressure or secure environments.
* Demonstrated success in implementing ITIL v4 practices.
* Proven ability to deliver measurable ITSM improvements.
* Technical Skills
* Strong knowledge of IT infrastructure, hardware, and networking.
* Proficiency with IT Service Management tools.
* Familiarity with IT security frameworks and compliance.
* Data analysis skills for ITSM performance metrics and reporting.
* Soft Skills
* Strong communication and stakeholder management skills.
* Proven leadership with a collaborative, approachable style.
* Ability to make decisions under pressure.
* Personal Qualities
* Calm, conscientious, and solutions-oriented.
* High attention to detail with a focus on the bigger picture.
* Proactive problem-solver with a commitment to continuous improvement.
Please note that the talent acquisition team is managing this vacancy directly and we do not require agency support.
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