Hays
IT Service Delivery Manager
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Your new company
A well-established organisation that is passionate about delivering the best services to their customers, who are on a journey to ensure that operational excellence and continuous improvement is at the forefront of their
Your new role
The IT Service Manager will lead the day-to-day operation of the IT Service Desk, ensuring high levels of service delivery across the organisation. The role combines people leadership, service management, operational oversight, continual improvement, and technical understanding.
A key objective will be to move the team from a reactive approach towards a mature, structured ITIL-aligned service model.
This is a highly visible role within a busy environment supporting over 2,000 users and requires a practical, service-focused leader who has lived and breathed IT Service Management rather than operating solely in a strategic capacity. You will be responsible for:
- Leading and managing the IT Service Desk function and support team.
- Establishing and embedding ITIL best practices across incident, request, change, problem and service management processes.
- Ensuring tickets are prioritised, categorised and resolved in accordance with agreed SLAs.
- Managing P1 incidents, ensuring effective communication, escalation and post-incident review processes.
- Driving continual service improvement through KPI reporting, trend analysis and performance management.
- Reducing repeat incidents through effective problem management and root cause analysis.
- Creating and maintaining service management documentation, standards and operational procedures.
- Providing leadership, coaching and development to the Service Desk team.
- Establishing clear performance expectations, service standards and accountability.
- Building a sustainable support structure capable of long-term success.
- Addressing existing ticket backlogs and improving service performance.
- Ensuring all core IT services remain operational and available for staff and students.
- Overseeing onboarding and offboarding processes for users and devices.
- Managing asset lifecycle processes, including procurement, inventory control and disposal.
- Maintaining accurate asset registers and software licensing records
- Reviewing current support tooling and contributing recommendations for future service improvements
What you'll need to succeed
You will have strong experience leading and developing a Service Desk or Helpdesk team, with extensive experience working within ITIL environments. You will have successfully implemented or matured IT Service Management processes in prior positions, with experience defining and managing KPIs, SLAs and service performance metrics. You will also have strong customer service and stakeholder management skills, experience managing ticketing platforms and operational support functions and have a proven track record of building, mentoring and developing technical teams. You will possess Service Desk and End User Computing knowledge, including:
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- Microsoft 365 suite
- ITSM and ticketing tools
- Identity and Access Management
- Multi-Factor Authentication (MFA)
- Cloud technologies and virtualisation
- Endpoint and device management
- Mobile Device Management (MDM)
- Asset management and lifecycle management
- ITSM and ticketing tools
- Telephony, VoIP and mobile platforms
- General networking and Microsoft infrastructure awareness
What you'll get in return
This contract role will be 3 months initially with the scope to reach 6 months, £400-425 per day DOE (inside IR35). Ideally you will be comfortable being on-site 5 days a week, particularly in the first couple of weeks. An enhanced DBS is required for this position. Ideally, this will be something that you already hold, however this can be processed. Please note that we cannot offer sponsorship for this particular role.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Desired Skills and Experience
Your new company
A well-established organisation that is passionate about delivering the best services to their customers, who are on a journey to ensure that operational excellence and continuous improvement is at the forefront of their
Your new role
The IT Service Manager will lead the day-to-day operation of the IT Service Desk, ensuring high levels of service delivery across the organisation. The role combines people leadership, service management, operational oversight, continual improvement, and technical understanding.
A key objective will be to move the team from a reactive approach towards a mature, structured ITIL-aligned service model.
This is a highly visible role within a busy environment supporting over 2,000 users and requires a practical, service-focused leader who has lived and breathed IT Service Management rather than operating solely in a strategic capacity. You will be responsible for:
- Leading and managing the IT Service Desk function and support team.
- Establishing and embedding ITIL best practices across incident, request, change, problem and service management processes.
- Ensuring tickets are prioritised, categorised and resolved in accordance with agreed SLAs.
- Managing P1 incidents, ensuring effective communication, escalation and post-incident review processes.
- Driving continual service improvement through KPI reporting, trend analysis and performance management.
- Reducing repeat incidents through effective problem management and root cause analysis.
- Creating and maintaining service management documentation, standards and operational procedures.
- Providing leadership, coaching and development to the Service Desk team.
- Establishing clear performance expectations, service standards and accountability.
- Building a sustainable support structure capable of long-term success.
- Addressing existing ticket backlogs and improve service performance.
- Ensuring all core IT services remain operational and available for staff and students.
- Overseeing onboarding and offboarding processes for users and devices.
- Managing asset lifecycle processes, including procurement, inventory control and disposal.
- Maintaining accurate asset registers and software licensing records
- Reviewing current support tooling and contribute recommendations for future service improvements
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What you'll need to succeed
You will have strong experience leading and developing a Service Desk or Helpdesk team, with extensive experience working within ITIL environments. You will have successfully implemented or matured IT Service Management processes in prior positions, with experience defining and managing KPIs, SLAs and service performance metrics. You will also have strong customer service and stakeholder management skills, experience managing ticketing platforms and operational support functions and have a proven track record of building, mentoring and developing technical teams. You will possess Service Desk and End User Computing knowledge, including:
- Microsoft 365 suite
- ITSM and ticketing tools
- Identity and Access Management
- Multi-Factor Authentication (MFA)
- Cloud technologies and virtualisation
- Endpoint and device management
- Mobile Device Management (MDM)
- Asset management and lifecycle management
- ITSM and ticketing tools
- Telephony, VoIP and mobile platforms
- General networking and Microsoft infrastructure awareness
What you'll get in return
This contract role will be 3 months initially with the scope to reach 6 months, £400-425 per day DOE (inside IR35). Ideally you will be comfortable being on-site 5 days a week, particularly in the first couple of weeks.
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