IT Service Delivery Manager

The Role:

The role of the IT Service Delivery Manager is to deliver effective IT Service Management and support across the organisation, ensuring seamless relationship management with the Group third-party IT Service Desk and overseeing all inherited legacy IT support through acquisition, pre-migration, and integration phases.

This role encompasses the ownership, creation, communication, and maintenance of IT policies, governance frameworks, user guides, and training materials to establish clear standards and enhance user understanding.

As the key interface between internal businesses and IT Service Management, the role focuses on fostering strong stakeholder relationships, driving robust management reporting, enhancing customer satisfaction, and addressing improvement requirements to ensure the delivery of high-quality IT services.

Responsibilities:

Relationship Management of the Group third party IT Service Desk and all other external service delivery suppliers inherited through acquisition until migration.
Service Delivery Management including:

Demand Management (Requests, Incidents, Problem Management and Escalations)
Change Management and Acceptance into Service
Joiners / Movers / Leavers process
Monitoring & Reporting, Auditing and Continuous Service Improvement

Business Relationship Management as the interface between internal businesses and IT Service Management, responsible for building and maintaining strong working relationships and processes including:

Know Your Business (KYB) – information and requirement gathering
Stakeholder management and management reporting
Customer Satisfaction and perception of service
Training and development

Creation, communication and updating of all relevant IT governance frameworks, policies and rules.
Identification of key performance indicators, regular reviews of supplier performance against set KPI’s and reporting against agreed service levels.
Managing SLAs both internally and externally, and ensuring any breaches, failures or incidents are escalated and managed appropriately.
Monitoring, auditing and management reporting on service performance, trend analysis, remedial activity and Service Improvement Plans.
Planning, monitoring, and recording of all Continuous Service Improvement initiatives to include impact assessment and benefit delivery.
Be the initial escalation point for all IT Service Management activity.
Work alongside Finance to monitor spend for IT service delivery, track actuals against agreed budgets and provide input to any reforecasting activity.
Ensure service introduction of new services into the existing IT landscape by implementing appropriate processes and governance.
Conduct comprehensive analysis of business and IT requirements, translate them into ServiceNow user stories, and oversee their release management.

Experience:

The ideal candidate should have experience within IT Operations and preferably Service Management. They should ideally have a background in:

Service Delivery Management
Business Relationship Management
IT Service Desk Management
Continual Service Improvement
Knowledge of Microsoft and iOS systems is essential, with a focus on Information Security and Regulatory Compliance desirable. Key skills include:

User and service focus
People management
Excellent communication
Stakeholder management
The candidate should demonstrate resilience, a structured approach, and a collaborative attitude, with the flexibility to travel as needed.

Further information

As well as a competitive salary we offer the following benefits -

Competitive holiday allowance with the annual option to buy additional days
Death in Service benefit of x4 salary
Company pension scheme
Enhanced maternity and paternity leave packages
A flexible benefits package which allows you to add additional benefits to your overall package
Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
Referral schemes
Discounted rates on PIB products
We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development

We are proud of our success and growth and have been recognised for many industry awards across our business.  If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.  PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

REF-(Apply online only)