At a Glance
- Tasks: Lead and improve IT service delivery, ensuring reliable and secure technology services.
- Company: Join a leading conveyancer in the UK property market with a strong customer focus.
- Benefits: Hybrid work model, professional development, and a supportive team environment.
- Other info: Diverse and inclusive workplace committed to equal opportunities.
- Why this job: Make a real impact on IT operations and enhance customer satisfaction.
- Qualifications: Experience in IT Service Delivery and strong leadership skills required.
Permanent Location: Leeds – Hybrid (3 days onsite Wednesday & Friday fixed + 1 day of your choice)
Industry: Legal Services
About the Client
Our client is one of the largest direct conveyancers in England and Wales, operating at the forefront of the UK property market since 2000. They have supported over 1.2 million customers and currently arrange approximately one in every four remortgages nationwide, consistently ranking among the top home mover conveyancing providers. Known for their strong customer focus and operational excellence, the organisation places real emphasis on quality, compliance and professional development. This is an excellent opportunity to join an established business and take ownership of the ongoing development and performance of its IT service delivery function.
How you’ll spend your day
As IT Service Delivery Manager, you’ll take responsibility for leading and continually improving the organisation's end-to-end IT service operations, ensuring technology services are reliable, secure and aligned with the needs of the business. You’ll provide leadership across Service Desk, Desktop Support, Microsoft Application Support, supplier management and continual service improvement, while leading and developing a high-performing technical support team.
You’ll be responsible for:
- Owning and continually improving IT Service Delivery across Incident, Request, Problem, Change, Knowledge and Supplier Management
- Leading, mentoring and performance managing the IT Service Delivery team
- Establishing and managing SLAs and service performance measures aligned with business expectations
- Using MI from the Service Desk platform to measure performance and provide regular service reviews to senior stakeholders
- Developing a high-performing Service Desk covering 1st, 2nd and 3rd line support
- Acting as the escalation point for incidents and tickets at risk of breaching agreed SLAs
- Driving improvements in service stability, customer satisfaction and operational maturity
- Managing supplier performance and ensuring third-party services meet agreed standards
- Building strong relationships with stakeholders across the organisation and ensuring clear communication around IT services
- Identifying opportunities for automation and continual improvement across IT operations
- Ensuring service management practices align with ITIL principles, internal policies and regulatory requirements
- Promoting a customer-first culture across the IT function
What you’ll bring to this role
We’re looking for an experienced IT Service Delivery professional who combines strong operational leadership with excellent stakeholder management and a genuine focus on improving service quality. You’ll bring:
- Strong experience within IT Service Delivery / IT Service Management
- Previous experience managing or leading an IT Service Desk / technical support function
- Good knowledge of ITIL service management principles and processes
- Experience managing Incident, Problem, Change and Request Management
- Strong understanding of SLAs, KPIs and service performance reporting
- Experience managing and developing technical support teams across 1st, 2nd and/or 3rd line
- Experience working with Microsoft-based technology environments
- Strong supplier and third-party management experience
- Excellent stakeholder management and communication skills
- Experience using Service Desk MI and reporting to identify performance improvements
- A strong focus on customer experience and service excellence
- The ability to identify opportunities for automation, efficiency and continual improvement
- Strong organisational, analytical and problem-solving skills
Equal Opportunities
We are committed to providing equal opportunities for all candidates and welcome applications from individuals regardless of age, disability, gender identity, marital status, race, religion or belief, sexual orientation, or any other characteristic protected by law. As an employment agency for permanent and contract hires, we are dedicated to promoting a diverse and inclusive workforce, and we encourage applications from underrepresented groups to drive innovation and equality within the workplace. Should you require any reasonable adjustments please let us know so we can accommodate for any interactions with us at Biometric Talent, but also inform the client to ensure reasonable adjustments are made to allow for a fair and equitable process.
How to Apply
To apply, please submit your CV and cover letter.
Service Delivery Manager in Leeds employer: BIOMETRIC TALENT
As a Senior Application Security Specialist at our client’s global technology-led organisation in Manchester, you will thrive in a dynamic work culture that prioritises innovation and collaboration. With competitive benefits including a generous salary, car allowance, and bonus scheme, the company is committed to employee growth and development, offering ample opportunities for professional advancement within a supportive environment. Join a team that values your expertise and contributes to high-impact projects in a thriving city known for its vibrant tech scene.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Leeds
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what BIOMETRIC TALENT values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges BIOMETRIC TALENT might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to BIOMETRIC TALENT
Let's not forget to apply directly through the BIOMETRIC TALENT website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in Leeds
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at BIOMETRIC TALENT.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at BIOMETRIC TALENT. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at BIOMETRIC TALENT
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
