Waythrough
IT Service Delivery Manager
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IT Service Delivery Manager
Location
Home Based, Site Visits Expected
Working Hours
37
Contract Type
Permanent
Salary
£45,760.00 - £65,760.00
Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band.
About Waythrough
Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England.
Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.
Make a real difference in your community
Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change.
About The Role
We’re now looking for a proactive IT Service Delivery Manager who can lead our Service Delivery function with energy, empathy and expertise ensuring reliable, secure, and customer-focused IT services across the organisation.
Reporting to the Head of IT Service Delivery, you will lead a team of technical specialists responsible for delivering high-quality IT support, maintaining end-user technology, implementing new services, and driving continual improvement across the IT landscape. You will also work closely with the IT Service Desk Manager and infrastructure colleagues to deliver a seamless end-to-end support experience for colleagues across the organisation.
Key Duties
Service Delivery & Operations
- Lead and develop the Service support team, ensuring high standards of technical support and customer service.
- Manage and support the 2nd Line Support function, overseeing complex incidents, escalations and technical problem resolution.
- Drive continual improvement across IT Service Management processes, including Incident, Problem and Change Management.
- Work closely with the IT Service Desk Manager to improve customer experience, reduce repeat incidents and enhance service performance.
- Ensure services remain secure, reliable and fit for purpose.
Technical Leadership
- Provide technical leadership and guidance across the Service Delivery function.
- Act as an escalation point for complex technical issues and major incidents.
- Support the implementation of new technologies and services into the live environment.
- Monitor infrastructure and end-user compute environments.
- Maintain oversight of hardware, software and IT assets.
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Supplier & Service Management
- Manage key supplier relationships and service contracts.
- Ensure third-party providers deliver against agreed service levels, quality standards and contractual commitments.
Performance & Improvement
- Monitor and report on service performance, including SLAs, customer satisfaction, incident trends and service improvement initiatives.
- Use data and insights to identify opportunities to improve efficiency, quality and user experience.
- Ensure service delivery aligns with organisational objectives.
Stakeholder Engagement
- Build effective relationships with colleagues, suppliers and stakeholders across the organisation.
- Maintain a visible presence at sites, acting as an ambassador for IT.
- Work collaboratively across IT teams to ensure joined-up service delivery.
Who we’re looking for
We're looking for an experienced IT professional who combines strong leadership skills with excellent technical knowledge, an eye for detail and a passion for delivering outstanding customer-focused services.
Essential Experience
- Experience leading and developing technical support or service delivery teams.
- Strong background in IT Service Management and ITIL best practices.
- Experience managing complex IT environments within a medium or large organisation.
- Experience managing suppliers, contracts and third-party service providers.
- Proven ability to deliver service improvements and operational change.
- Experience of managing technical projects and implementing new technologies.
Technical Knowledge
- Windows Server environments.
- Active Directory and Group Policy.
- DHCP and DNS.
- IT infrastructure and networking (LAN/WAN).
- End-user computing environments.
- Asset and lifecycle management.
- Technical troubleshooting and incident management.
- Microsoft 365 administration
Personal Qualities
- Excellent communication and stakeholder management skills.
- Strong problem-solving and decision-making abilities.
- Ability to inspire, coach and develop others.
- Customer-focused with a passion for service excellence.
- Comfortable working strategically whilst remaining hands-on when required.
- Ability to translate technical issues or requirements to a non technical audience.
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Key outcomes first 6-12 months
- Build strong relationships with key stakeholders, suppliers and operational teams.
- Gain a detailed understanding of the existing IT estate and service delivery model.
- Review service performance and identify priority improvement opportunities.
- Stabilise key operational processes and improve management visibility through reporting and KPIs.
- Develop a roadmap for service improvements, asset refreshes and technical enhancements.
- Deliver measurable improvements in service performance, customer satisfaction and operational efficiency.
- Reduce repeat incidents and improve end-to-end service quality.
- Embed consistent ITIL-aligned service management practices across the team.
- Develop a high-performing, engaged Service support team with clear objectives and growth plans.
- Be recognised by stakeholders as a trusted and responsive IT manager supporting organisational success.
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What We Offer
We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package:
- 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays)
- Pension scheme with 4.5% employer contribution, matched up to 6.5%
- Life assurance (3× annual salary)
- Enhanced sick pay and family-friendly pay
- Birthday leave and the option to buy up to 5 extra days’ annual leave
- Professional fee reimbursement for relevant qualifications
- 24/7 online GP access and Employee Assistance Programme
- Recognition and long service awards via our Way to Go and Aspirations portals
- £500 Recommend a Friend bonus
- Cycle to Work scheme and Credit Union membership
- Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good
- Free will writing service and wellbeing initiatives throughout the year
Inclusion and accessibility
Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support.
We have signed up to the Disability Confident Scheme - all applicants are welcome, and adjustments can be made to enable fair participation.
If you need adjustments or support to apply, please email our recruitment team: recruitmentteam@waythrough.org.uk
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