I.T Service Delivery Manager

IT Service Delivery Manager -

Salary: £45,000 - £50,000 + £6,600 annual shift allowance

Location: St Ives, Cambridgeshire (On-site working)

Full-time | 24x7 Shift Environment (4 days on – 4 days off)

About the Role

We are looking for an experienced Performance Manager to play a critical role within a high-performing National Operations Centre environment. This position is central to ensuring the consistent, high-quality delivery of service operations across a 24x7 service landscape.

You will lead operational performance during your shift, ensuring incidents and service requests are managed efficiently, service levels are met and customers receive a reliable and responsive service. Acting as a key point of coordination across multiple teams, you will drive service excellence, continuous improvement and operational resilience.

Key Responsibilities:

• Lead service operations during shift, ensuring seamless 24x7 service coverage
• Take ownership of major incidents, acting as escalation point and ensuring effective resolution
• Monitor and drive performance against SLAs, OLAs and KPIs, identifying trends and improvements
• Oversee all tickets within the service management platform, ensuring full lifecycle management
• Coordinate across internal teams, field engineers, and external partners to ensure aligned service delivery
• Ensure adherence to core Service Management processes (Incident, Change, Problem, Request, Knowledge)
• Provide regular reporting on incident trends, performance metrics and service improvements
• Maintain business continuity and ensure contingency plans are followed during shift
• Support and lead team members, fostering a culture of accountability, collaboration and continuous improvement
• Communicate clearly with customers regarding service updates, planned works, and outages
• Identify and implement service improvement initiatives

Skills & Experience:

• Strong understanding of service management principles (ITIL or similar)
• Experience managing performance against SLAs, KPIs and operational targets
• Proven ability in incident management and escalation handling
• Experience leading or supporting teams in a service desk or NOC environment
• Familiarity with service management tools (e.g., ServiceNow, Jira or similar)
• Strong analytical skills with the ability to interpret data and drive improvements
• Excellent communication and stakeholder management skills
• Experience in a 24x7 or shift-based operational environment is highly desirable

Qualifications

• ITIL Foundation (or equivalent) preferred
• Relevant experience in Service Desk, NOC or Managed Services environments
• Degree or equivalent professional experience desirable

What You’ll Bring

• A strong sense of ownership and accountability
• The ability to remain calm and effective under pressure
• A collaborative mindset with the confidence to influence outcomes
• A passion for delivering high-quality service and continuous improvement

Why Apply?

This is an opportunity to play a key role in a critical operations environment where your decisions directly impact service performance and customer experience. You’ll be part of a collaborative team focused on delivering excellence and driving meaningful improvements.