Cardiff office 2 days p/week | £400 p/day | 35 hours p/week
1 month initially - short term contract to cover a sabbatical
We’re looking for an experienced Service Delivery Manager to lead an IT service delivery function for a well-established organisation based in Cardiff.
You’ll manage the Service Desk and IT Operations teams, ensuring a high-quality, customer-focused IT service while working closely with internal stakeholders and third-party suppliers.
What you’ll be doing
* Lead, coach and develop the Service Desk and IT Operations teams
* Take ownership of day-to-day IT service delivery and performance
* Manage key IT suppliers and third-party services
* Develop and improve ITIL processes and service management
* Monitor service performance, KPIs and service levels
* Lead continuous service improvement initiatives
* Oversee IT assets, software licensing and operational documentation
* Support the transition of new systems and projects into live service
* Manage service reviews and work with stakeholders to resolve issues
* Identify opportunities to improve efficiency, performance and customer experience
What we’re looking for
You’ll have solid experience in IT Service Delivery / IT Service Management, ideally with experience managing service desk or IT operations teams.
You should have:
* Strong ITIL / IT service management knowledge
* Experience managing and developing technical teams
* Experience working with third-party suppliers
* Good understanding of service levels, KPIs and continuous improvement
* Strong communication and stakeholder management skills
* A practical, customer-focused approach to IT service delivery
Salary description
£350.00 - £400.00 per day