Recovery Focus
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 - £65,780.00
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
As our IT Service Delivery Manager, you'll lead the delivery of high-quality IT services that enable colleagues across Waythrough to make a real difference every day. You'll be responsible for ensuring our IT infrastructure, end-user services and technical support are reliable, secure and fit for purpose, while driving continuous improvement and innovation.
Working closely with the Head of IT Service Delivery, you'll lead a team of IT professionals, manage key supplier relationships, oversee service performance and play a central role in delivering technology projects that support the organisation's strategic ambitions. This is an exciting opportunity for an experienced IT leader who enjoys balancing operational excellence with service improvement and people leadership.
Key Duties
- Lead and develop the IT Service Delivery team, creating a high-performing, customer-focused culture.
- Oversee the delivery of IT support services, ensuring excellent service quality and timely resolution of technical issues.
- Manage the implementation of new technologies and IT projects, ensuring smooth transition into live service.
- Monitor and improve the performance, availability and security of Waythrough's IT infrastructure and end-user environment.
- Manage IT assets, supplier contracts and software licensing to maximise value and maintain compliance.
- Develop strong relationships with stakeholders across the organisation to support business change and service improvements.
- Set and monitor service performance through KPIs, identifying opportunities for continuous improvement.
- Lead on service governance, change management and operational readiness for new technologies.
- Manage budgets, monitor expenditure and identify opportunities for efficiencies and cost savings.
- Ensure IT services align with organisational priorities, supporting colleagues to deliver the best possible outcomes for the people we support.
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About You
You'll be an experienced IT Service Delivery professional with a proven track record of leading technical teams and delivering high-quality IT services within a complex organisation. You'll have excellent leadership, communication and stakeholder management skills, with the ability to balance operational priorities while driving continuous improvement.
You'll also bring:
- Experience managing IT service delivery, infrastructure and end-user support within an enterprise environment.
- Strong knowledge of IT Service Management frameworks such as ITIL and project delivery methodologies.
- Experience leading technical projects from planning through to successful implementation.
- Knowledge of Microsoft technologies including Active Directory, Entra ID and Microsoft 365.
- Experience managing third-party suppliers, contracts and service performance.
- Excellent analytical and problem-solving skills with the ability to make informed decisions using service performance data.
- Strong organisational skills with the ability to manage multiple priorities and competing deadlines.
- A collaborative leadership style with experience coaching and developing high-performing teams.
- A passion for delivering excellent customer service and using technology to improve organisational outcomes.
- A commitment to Waythrough's values of Kindness, Courage and Respect.
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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
Closing Date
2026-08-12
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