Back to search
Bristow Holland is excited to be recruiting for a dynamic Service Delivery Manager on behalf of a nationwide organsation based in Cambridge. This is a fantastic opportunity for an experienced ITSM professional to lead and optimize the service delivery team, ensuring seamless IT support and service excellence throughout the business.
The Service Delivery Manager will work closely with the Head of IT to develop an innovative, structured, and forward-thinking service delivery framework aligned with business needs. Using ITIL best practices, the successful candidate will ensure the delivery of a comprehensive, high-quality support structure that prioritizes speed, availability, resiliency, and colleague satisfaction.
Key Responsibilities:
Service Management:
- Deliver ITSM practices within an ITIL framework to define and implement key processes.
- Monitor and manage IT services, ensuring high performance and reliability.
- Take ownership of major incidents, coordinating resolution efforts and conducting post-incident reviews.
- Gather and act on colleague feedback to enhance and refine IT services.
Client Relationship Management:
- Build and maintain strong relationships with colleagues.
- Manage expectations, addressing issues or complaints professionally and efficiently.
- Ensure services meet agreed SLAs and OLAs.
Team Coordination:
- Lead and manage the IT support team, ensuring they are well-trained and resourced.
- Foster a culture of continuous improvement to enhance service delivery.
- Manage the team’s budget effectively.
Reporting and Compliance:
- Prepare and present detailed reports to stakeholders on service performance.
- Ensure compliance with accreditations and industry standards.
- Stay updated on emerging trends in service delivery and adopt best practices.
Key Skills:
- 5+ years of experience in a senior ITSM role.
- ITIL v3 or v4 certification is essential.
- Proven leadership skills and experience managing client relationships.
- Strong analytical abilities to identify and resolve service delivery issues.
- Excellent verbal and written communication skills.
- A thorough understanding of IT services and support functions.
- Project coordination and management experience.
