IntaPeople: STEM Recruitment
Service Delivery Manager
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Service Delivery Manager
Cardiff office 2 days p/week | £400 p/day | 35 hours p/week
1 month initially - short term contract to cover a sabbatical
We’re looking for an experienced Service Delivery Manager to lead an IT service delivery function for a well-established organisation based in Cardiff.
You’ll manage the Service Desk and IT Operations teams, ensuring a high-quality, customer-focused IT service while working closely with internal stakeholders and third-party suppliers.
What you’ll be doing
- Lead, coach and develop the Service Desk and IT Operations teams
- Take ownership of day-to-day IT service delivery and performance
- Manage key IT suppliers and third-party services
- Develop and improve ITIL processes and service management
- Monitor service performance, KPIs and service levels
- Lead continuous service improvement initiatives
- Oversee IT assets, software licensing and operational documentation
- Support the transition of new systems and projects into live service
- Manage service reviews and work with stakeholders to resolve issues
- Identify opportunities to improve efficiency, performance and customer experience
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What we’re looking for
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You’ll have solid experience in IT Service Delivery / IT Service Management, ideally with experience managing service desk or IT operations teams.
You should have:
- Strong ITIL / IT service management knowledge
- Experience managing and developing technical teams
- Experience working with third-party suppliers
- Good understanding of service levels, KPIs and continuous improvement
- Strong communication and stakeholder management skills
- A practical, customer-focused approach to IT service delivery
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