IT Service Delivery Manager – 3-month contract – Birmingham/Remote – Hybrid
My Customer is looking for an IT Service Delivery Manager, you will oversee a team handling approximately 600 calls per week, supporting a user base of 2,500. You will be responsible for ensuring high-quality IT support, driving continuous service improvement, and maintaining strong vendor relationships.
The IT Service Delivery Manager is required onsite 2 days per week in Birmingham.
Key Responsibilities for the IT Service Delivery Manager:
* Lead and manage the Service Desk and 1st/2nd Line Support Teams, ensuring efficient incident resolution and excellent customer service.
* Own the relationship with vendor partners, ensuring SLAs and performance targets are met.
* Oversee ITIL-aligned service management processes, including incident, problem, and change management.
* Develop and maintain service reporting to track team performance and identify areas for improvement.
* Manage and optimize the use of Microsoft 365, Active Directory, and End User Computing (EUC) technologies.
* Drive team development, training, and best practices to enhance service quality and efficiency.
* Collaborate with internal stakeholders to ensure IT services align with business needs.
Key Skills & Experience
* Proven experience in IT Service Delivery Management within a similar-sized environment.
* Strong leadership skills with experience managing Service Desk and 1st/2nd Line Support Teams.
* Knowledge and practical experience with ITIL frameworks (certification is a plus).
* Strong technical understanding of Microsoft 365, Active Directory, and EUC technologies.
* Ability to produce and analyse service reports, driving continuous improvement.
* Experience managing external vendor relationships and ensuring SLA compliance.
* Excellent communication and stakeholder management skills.
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