IT Service Delivery Manager

Title: Head of IT
Type: Permanent | Hybrid Working | 3 Days On-Site/ 2 Days Remote
Salary: £55,000/Yr. – £65,000/Yr. + Benefits
Location: Southwest England area
We are partnering with a market-leading, multi-site manufacturing group seeking an experienced Head of IT to take ownership of IT operations, service delivery, and team leadership across a growing business.
Reporting directly to the IT Director, this is a true number two leadership role focused on driving IT performance, modernisation, governance, and stakeholder engagement. You'll lead a small internal IT team, own the relationship with the external MSP, and play a key role in shaping the future direction of IT across the organisation. The role covers multiple sites and the candidate needs to be comfortable with that travel requirement.
Key Responsibilities:
* Own and manage the relationship with the external Managed Service Provider (MSP), ensuring SLA/KPI performance and continuous service improvement.
* Lead, mentor, and help reshape the internal IT team, supporting future growth and capability development.
* Act as the visible face of IT across the business, building strong relationships with stakeholders across multiple sites.
* Drive service delivery, governance, risk management, and operational excellence.
* Provide technical leadership and credibility, supporting key decisions and acting as an escalation point where required.
* Support IT modernisation initiatives, helping move the business away from legacy technologies and processes.
* Manage third-party vendors, contracts, budgets, and IT suppliers.
* Lead and contribute to business-critical projects across infrastructure, Microsoft 365, ERP, CRM, and wider technology platforms.
Experience Required:
* Proven experience in a senior IT leadership role such as IT Operations Manager, IT Service Delivery Manager, IT Manager, or similar.
* Strong experience managing MSPs, service providers, and vendor relationships.
* Experience owning SLAs, KPIs, service reviews, and service improvement plans.
* Demonstrable people management and team leadership experience.
* Strong Microsoft 365 administration knowledge including Entra ID, SharePoint, Teams, Exchange Online, and Intune.
* Experience working within multi-site environments.
* Strong stakeholder engagement and communication skills.
* ITIL or strong IT service management experience.
* Technical background with the ability to make informed technology decisions and challenge suppliers when required.
Desirable Experience:
* Manufacturing, engineering, industrial, distribution, or similar sector experience.
* Experience supporting ERP and CRM platforms.
* Exposure to infrastructure, networking, cybersecurity, Azure, or hybrid cloud environments.
* Experience leading IT transformation, modernisation, or organisational change initiatives.
If you're an experienced IT leader with strong Sage 200 expertise and a passion for driving service excellence, we'd love to hear from you