IT Service Delivery Manager

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.

To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Connor Smal, by exploring the VIQU IT Recruitment website.

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