Hays
Senior Service Delivery Manager
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Senior Service Delivery Manager
Senior Service Delivery Manager
Your new company An exciting opportunity has arisen within a large, complex organisation undergoing significant technology and service transformation. This is a key leadership position, responsible for delivering high-quality IT services that support business operations and drive an outstanding end-user experience.
Your new role
As the Senior Service Delivery Manager, you will:
- Manage a team of 8, including Service Desk and Field Engineers (including two team leads)
- Take ownership of improving operational processes, ensuring SLAs and KPIs are met
- Lead the initial review and action plan for the Service Desk team to enhance high-performing service functionality
- Implement and maintain ITIL best practice
- Over time, take ownership of continuous improvement and automation
- Develop and deliver a long-term, fit-for-purpose service model that supports successful technology adoption across the business
- Oversee multi-million-pound budgets, encompassing:
- Service Desk operations
- Desktop and laptop lifecycle management
- Mobile device support
- Software asset management
- Telephony services
- Printing & scanning services
- Peripheral equipment support
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- Collaborate closely with business stakeholders to align technology services with organisational objectives, building trusted relationships and understanding operational needs.
Requirements
To succeed in this role, you will need:
- Substantial experience in service ownership, particularly in end-user workplace services:
- Service desk operations
- IT support
- Device management
- Software licensing
- Proven track record of managing IT services in outsourced, managed, or multi-vendor environments
- Strong understanding of IT Asset Management principles and best practices
- Deep knowledge of ITIL and SIAM methodologies, with hands-on experience in:
- Incident management
- Problem management
- Change management
- Exceptional stakeholder engagement skills, capable of:
- Influencing both technical and non-technical audiences
- Building strong, effective working relationships
- Leadership expertise as a proactive, service-focused manager with:
- Outstanding communication, reporting, and documentation skills
- Ability to drive continuous improvement and measurable outcomes
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Benefits
This role offers:
- Salary up to £80,000
- 14% discretionary annual bonus
- Car allowance: £5,900 per annum
- Travel allowance: £2,870 per annum
- Private medical insurance (BUPA)
- Employer-sponsored pension contributions (up to 9%)
- Hybrid working policy: Hybrid 2–3 days per week on-site, with flexible options for working from home
- A reputation as a dynamic organisation eager to develop strong internal relationships, ensuring visibility and connection with both teams and stakeholders.
- Opportunity to shape technology strategy, lead high-performing teams, and improve end-user experience.
This is an ideal role for an ambitious leader who thrives in environments of change, innovation, and evolution. You will enjoy competitive rewards and career progression, alongside the satisfaction of delivering tangible improvements that benefit employees and operations at scale.
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