IT Service Delivery Manager

About the role

We are looking for an experienced IT Service Delivery Manager to lead service delivery across multiple customer sites. Based at Westlakes Science & Technology Park in Whitehaven, you will oversee a team in Warrington and travel as needed to maintain strong engagement and operational oversight.

Key responsibilities

• Support the Team Lead in daily resource planning for OSS and IT Service Bar activities, maintaining a rolling two‑week plan.
• Ensure all team members complete mandatory health and safety training and adhere to company and customer procedures.
• Manage customer escalations, engage stakeholders, and capture lessons learned.
• Track employee absence, maintain HR records, and support performance management.
• Attend daily service review meetings, provide ticket updates and dashboard reporting.
• Participate in CMDB and stores meetings to ensure compliance with agreed processes.
• Prepare weekly KPI and productivity reports, highlighting SLA performance and risks.
• Deliver monthly service reports covering SLA achievement, productivity metrics, customer feedback and site access.
• Lead service improvement initiatives through stakeholder engagement and continuous improvement activities.
• Monitor ticket dashboards proactively to identify potential SLA breaches.

Required profile

• Proven experience in IT service delivery or service management within a structured environment.
• Strong customer focus with excellent stakeholder management skills.
• Ability to lead and support remote and onsite teams.
• Effective communication and problem‑solving abilities.
• Experience handling employee relations and HR processes.

Required skills

• Microsoft Teams
• CMDB (Configuration Management Database)
• IT Service Management (ITSM) tools for ticket handling and reporting