IT Service Delivery Manager – £55k-£65k + Bonus

About the role

We are seeking an experienced IT Service Delivery Manager to lead and develop a high‑performing Service Desk team. You will shape a modern, proactive support function by leveraging automation, AI‑assisted workflows and self‑service capabilities, while ensuring an outstanding customer experience.

Key responsibilities

• Lead, coach and develop the Service Desk team, creating clear progression pathways and a collaborative culture.
• Own the IT Service Management function, identifying and implementing process improvements across Incident, Problem, Change and Request Management.
• Introduce smarter workflows, automation, AI‑assisted capabilities and knowledge‑management to maximise the ITSM platform’s value.
• Act as senior escalation point for complex issues and lead major incident response, ensuring effective communication and continuous learning.
• Collaborate with Infrastructure, Applications and other technology teams to improve end‑to‑end service delivery.

Required profile

• Proven people‑leadership experience in a Service Desk or IT support environment.
• Strong ability to mentor, coach and develop technical staff.
• Excellent communication skills and a customer‑focused mindset.
• Track record of driving operational improvements and adopting modern ITSM practices.

Required skills

• IT Service Management (ITSM) processes – Incident, Problem, Change, Request.
• Automation and AI‑assisted workflow design.
• Self‑service and knowledge‑management implementation.

What we offer

• Competitive salary £55,000‑£65,000 per year plus bonus.
• Four days onsite per week in Brentwood, with a supportive hybrid approach.
• Opportunity to lead a growing team and influence modern service delivery strategy.
• Professional development and career progression within a forward‑looking organisation.