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- Tasks: Oversee IT systems, manage vendors, and drive continuous improvement for operational excellence.
- Company: Custodia, a forward-thinking company prioritising technology and compliance.
- Benefits: 25 days holiday, free gym, healthcare, pension, and onsite parking.
- Other info: Join a collaborative team focused on innovation and professional growth.
- Why this job: Lead impactful IT projects and enhance business efficiency in a dynamic environment.
- Qualifications: 5+ years in IT service delivery with strong vendor management skills.
The predicted salary is between 32000 - 48000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Reporting to: Ops Manager
Location: Knutsford - Office based
Salary: £40k per annum
Role Summary
The Service Delivery Manager is responsible for overseeing the delivery, performance, and continuous improvement of Custodia's internal IT systems, tools, and outsourced technology services. This role ensures that internal technology infrastructure supports operational efficiency, scalability, and compliance across the business. Acting as the primary point of accountability for internal IT service management and vendor oversight, the individual will work closely with department heads, outsourced partners, and executive leadership to ensure technology services meet business needs and compliance requirements.
Key Responsibilities
- Internal IT Systems Oversight: Own the performance and lifecycle management of Custodia's internal IT systems, platforms, and productivity tools. Ensure systems are reliable, secure, and aligned with business priorities and compliance mandates (e.g., ISO 27001, SOC 2 Type 2).
- Outsourced Technology Vendor Management: Manage relationships with third-party vendors and MSPs responsible for supporting Custodia's internal IT services and infrastructure. Oversee and actively manage all aspects of contracts with internal IT outsourcing partners, including negotiation of terms, diligent monitoring of compliance, and proactive resolution of any contractual issues or disputes. Ensure service levels are met and support contracts are actively monitored, evaluated, and renewed or adjusted as needed. Lead vendor performance reviews and enforce service delivery and escalation protocols.
- Service Delivery & Operational Excellence: Define, implement, and monitor SLAs and KPIs for internal IT services. Ensure efficient incident, change, and problem management processes are followed by internal and outsourced teams. Act as the escalation point for internal IT issues impacting productivity or business operations. Manage an internal ServiceDesk ensuring all tickets are monitored and completed with a Custodia SLA. Manage the Onboarding & Offboarding process, make improvements to ensure all new starters have the best possible chance to succeed.
- Governance & Compliance: Maintain alignment with Custodia's compliance frameworks (ISO 27001, SOC 2 Type 2) for internal IT systems and tools. Ensure proper controls are in place around access management, data handling, and system availability. PIM management, ensuring correct permissions are being reviewed and assigned correctly.
- Project Management: Support internal teams implementing new tools, managing the project and ensuring all projects go through the correct security measures. Work closely with the security and operations team to implement CyberArk, replacing our VDI Infrastructure.
- Budgeting and Procurement: Manage the internal IT operational budget and oversee procurement of IT tools, licenses, and services. Evaluate new tools and solutions to support operational goals, ensuring cost-effectiveness and strategic fit.
- Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of partner services and user experience. Proactively identify and implement opportunities for automation, standardization, and modernization. Promote innovation and value addition through process optimization and excellence.
- Stakeholder Engagement: Collaborate closely with department leaders to understand internal technology needs and improve service responsiveness. Provide regular reporting to the COO and executive team on internal IT service performance, risks, and improvement plans.
Qualifications & Experience
- 5+ years of experience in IT service delivery or internal IT operations.
- Proven track record in managing IT vendors, systems, and infrastructure in a modern, cloud-centric environment.
- Familiarity with ITIL practices, service desk operations, and modern enterprise IT tools.
- Strong knowledge of compliance standards such as ISO 27001 and SOC 2 Type 2.
- Exceptional communication and stakeholder management skills.
- Experience in regulated industries is a plus.
Benefits
- 25 days holiday plus Bank Holidays
- Free onsite Gym
- BUPA healthcare & Dental care
- Sick Pay
- Pension 4%
- Free onsite parking
IT Service Delivery Manager in Knutsford employer: Custodia
Contact Detail:
Custodia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager in Knutsford
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in service delivery. A friendly chat can lead to insider info about job openings or even referrals that could give you a leg up.
✨Tip Number 2
Prepare for interviews by researching the company and its tech stack. Knowing how Custodia operates and what tools they use will help you tailor your answers and show you're genuinely interested in the role.
✨Tip Number 3
Practice your problem-solving skills! As an IT Service Delivery Manager, you'll need to tackle issues on the fly. Use mock scenarios to demonstrate your approach to incident management and vendor oversight during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Service Delivery Manager in Knutsford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Delivery Manager role. Highlight your experience with IT systems, vendor management, and compliance standards like ISO 27001. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention any specific projects or achievements that relate to service delivery and operational excellence.
Showcase Your Communication Skills: As an IT Service Delivery Manager, communication is key. In your application, demonstrate your ability to engage with stakeholders and manage vendor relationships. We love seeing examples of how you've successfully navigated complex situations in the past!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Custodia
✨Know Your IT Service Delivery Inside Out
Make sure you brush up on your knowledge of IT service delivery principles, especially around compliance standards like ISO 27001 and SOC 2 Type 2. Be ready to discuss how you've managed IT systems and vendor relationships in the past, as this will show you're a great fit for the role.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical problems related to service delivery and vendor management. Think about specific examples from your experience where you successfully handled incidents or improved processes, and be ready to share those stories.
✨Showcase Your Stakeholder Engagement Skills
This role involves a lot of collaboration with department heads and external partners. Prepare to discuss how you've effectively communicated and engaged with stakeholders in previous roles, highlighting any successful projects that resulted from these interactions.
✨Demonstrate Continuous Improvement Mindset
The company is looking for someone who can drive continuous improvement initiatives. Be prepared to talk about times when you've identified opportunities for automation or process optimisation, and how those changes positively impacted service delivery.