Information Technology Service Delivery Manager

Overview

We are seeking an experienced IT Service Delivery Manager to join a fast paced IT Service Management (ITSM) team. This operational role is central to managing all aspects of Incident, Problem, and Request Management in line with ITIL best practices. You will lead Major Incident Management activities, produce and deliver service reports, maintain ITSM documentation, manage escalations, and support the IT Helpdesk function. This is a critical role in ensuring swift issue resolution, effective communication during incidents, and continuous service improvement.

Key Responsibilities

• Act as Major Incident Manager during outages, coordinating resolver teams, leading war rooms, and ensuring timely stakeholder communication.
• Serve as an escalation point of contact, focusing on swift incident resolution.
• Ensure Service Requests are logged, tracked, and resolved within agreed SLAs.
• Manage Problem detection, investigation, and root cause analysis.
• Produce and deliver monthly and ad-hoc service reports for management and stakeholders.
• Create, maintain, and improve ITSM-related documentation (SOPs, process guides).
• Review and manage IT escalations to ensure timely and effective resolution.
• Support the IT Helpdesk function using ITSM tools (e.g., Halo ITSM).
• Provide on-call Priority 1 support on a rota basis.
• Collaborate with resolver teams to review SLA/KPI performance and identify improvements.
• Ensure compliance with Information Security, privacy, and regulatory requirements.

Key Skills and Qualifications

• 5+ years’ experience managing ITIL processes in medium to large organisations.
• Strong Major Incident Management background, with at least 3 years’ experience handling critical outages.
• Familiarity with ITSM/helpdesk ticketing systems.
• Solid knowledge of IT applications and infrastructure.
• Proven experience leading crisis management / war room scenarios.
• Excellent communication, stakeholder management, and customer service skills.
• Ability to work effectively under pressure, managing multiple priorities.
• A proactive approach to continuous improvement and service assurance.

Seniority level

• Internship

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

Location: Birmingham, England, United Kingdom