It Service Delivery Manager in England

The IT Operations department is a skilled and versatile group of professionals. They excel in providing front-line support, possess complementary expertise, and combine agility with discipline to ensure smooth IT operations for users across global locations.

The IT Service Delivery Manager is responsible for the strategic leadership, operational management, and continuous improvement of IT service delivery across the organisation. This role oversees the Desktop Support Lead, Deployment Operations Lead, Support Function Application Support Manager, and Front Office Support Manager ensuring seamless, high-quality support for all end users and business functions. The manager will drive service excellence.

The IT Service Delivery Manager's key responsibilities include:

• Lead, mentor, and develop a team of IT managers and leads, fostering a collaborative and high-performance culture.
• Oversee the delivery of first, second, and third-line support for all IT solutions, ensuring incidents and service requests are managed effectively and within defined service levels.
• Act as an escalation point for complex technical and operational issues, providing strategic guidance and hands-on support as needed.
• Champion a user-focused support experience, adapting communication and problem-solving to meet the needs of diverse users, including VIPs, executives, traders, and business-critical staff.
• Build and maintain strong relationships with stakeholders across the business, understanding their needs and ensuring high levels of service.
• Manage ticket queues, perform impact assessments, assign tasks, and ensure timely resolution of incidents and major issues across all teams.
• Coordinate with internal support groups and third-party vendors to resolve system and service issues, ensuring vendor relationships meet agreed SLAs.
• Ensure deployments are implemented in accordance with release and deployment procedures, and oversee change management processes.
• Drive continuous improvement initiatives, identifying opportunities to enhance system stability, user experience, and operational efficiency.
• Provide regular reporting on service performance, incident trends, and improvement actions to senior management.
• Manage operational budgets, resource planning, and team development.
• Contribute to the development of future-facing support initiatives, such as Tech Bar planning and walk-up support experiences.
• Maintain documentation and process guides, ensuring effective knowledge sharing across support levels.
• Ensure compliance with IT security, audit, and regulatory requirements, maintaining device and data integrity.

Experience required:

• Significant experience in IT service delivery, application support, desktop support, or IT operations management, ideally in a fast-paced, technically complex environment.
• Proven leadership and team management skills, with experience overseeing multiple support functions and teams.
• Strong incident, problem, and change management experience, ideally in an energy, commodity, or financial services environment.
• Experience managing vendor relationships and third-party support contracts.
• Excellent communication and stakeholder management skills, with the ability to interact effectively with business users, IT teams, and senior management.
• Experience with ITSM tools and processes, and a track record of driving service improvement initiatives.

Desirable:

• Project management experience.
• Experience in a trading-based service delivery environment.
• Exposure to trading and risk management systems for commodities covering front to back office.

Technical requirements:

• Strong skills in application and infrastructure in Windows Server and Windows environments.
• Familiarity with ITIL processes; ITIL Foundation certification preferred.
• Proficiency with ITSM tools (ServiceNow, Ivanti) and understanding of ITIL processes (Incident, Problem, Change, Asset Management).

Person specification:

• Customer-focused and goal-oriented, with keen attention to detail.
• Able to work effectively with challenging users in a fast-paced environment.
• Excellent communication and interpersonal skills, able to communicate technical information clearly to non-technical stakeholders.
• Structured, systematic, and analytical approach with strong problem-solving skills.
• Willingness to learn new technologies and maintain industry knowledge.
• Strong time management and organisational skills.
• Proactive, positive, and adaptable to change.
• Highly motivated to deliver results and meet deadlines.
• Professional and calm under pressure, able to handle urgent requests and high-pressure situations.
• Self-starter, willing to take responsibility and drive improvements.
• Adaptable and flexible, comfortable working in a dynamic environment with shifting priorities.