IT Service Delivery Manager

IT Service Delivery Manager

Salary: £52,000 per annum
Location: Birmingham (2 days per week onsite)
Organisation: A leading housing association

About the Role

A leading housing association is seeking an IT Service Delivery Manager to oversee and modernise IT service management processes across the organisation. This pivotal role focuses on delivering a consistent and high-quality IT support service to colleagues in a hybrid working environment.

The successful candidate will be responsible for leading IT service governance, ensuring customer satisfaction, and managing 1st and 2nd line IT support through both internal teams and external providers. As part of the IT Senior Management Team, you will have the opportunity to shape IT service strategy and represent the needs of colleagues across the organisation.

Key Responsibilities

• Own and develop IT Service Management processes including Asset Management, Monitoring, Service Desk, Service Level Management, and Problem Management.

• Lead and mentor a team of IT service professionals to deliver responsive support across the organisation.

• Manage outsourced support contracts, ensuring service quality and consistency.

• Establish and monitor KPIs, providing visibility of performance across the business.

• Collaborate with stakeholders to define Service Level Requirements and present updates at management meetings.

• Drive continuous improvement, embedding ITIL and other best practice frameworks.

• Participate in disaster recovery planning, incident response, and cyber assurance activities.

About You

We are looking for a proactive and solutions-driven leader who can operate at both strategic and operational levels. You will have:

• ITIL v4 Foundation (or COBIT IT Risk Fundamentals) as essential; ITIL Practitioner is desirable.

• Experience managing IT support teams and outsourced service contracts.

• Strong knowledge of IT service management frameworks, policies, and procedures.

• Excellent communication skills, with the ability to translate technical issues into business outcomes.

• A proven track record in problem solving, risk management, and continuous improvement.

• The ability to motivate, mentor, and retain high-performing team members.

Benefits

• 25 days annual leave, increasing to 30 with service, plus an extra day off for your birthday.

• Access to a 24/7 virtual GP service.

• Employee Assistance Programme with trained counsellors.

• Social Housing Pension Scheme (SHPS) with death in service benefit (3x annual salary).

• Enhanced maternity, paternity and adoptive leave.

• At least eight weeks paid sickness absence.

• Long service recognition awards.

• Blue Light Card membership.