IT Service Delivery Manager

Whitebridge is looking for an IT Service Delivery Manager. The role will be picking up BAU Service Delivery Management tasks for our client, including:

Operational Service Management

• Execute day to day operational delivery and performance management.
• Produce and review KPI/SLA performance reports.
• Ensure end to end service reliability and uptime.

Incident, Problem & Major Incident Engagement

• Participate in P1/P2 incident review activities; SDMs are mandatory attendees for these reviews.
• Validate prioritisation, lead operational escalations, and ensure follow up actions.
• Prevent incident hopping and ensure proper resolver group ownership.

Supplier & Commercial Management

• Manage day to day external supplier performance and relationships.
• Challenge SLAs and drive continual improvement with vendors.
• Support contract alignment to service objectives.

Service Transition & Change

• Ensure new or changed services are safely transitioned into BAU, working with Group IT or third parties.
• Act as BU Subject Matter Experts for Service Transition.

Stakeholder & Relationship Management

• Maintain strong relationships across business units, providing a key link between IT and business.
• Engage with business owners, product owners, and technical teams.

Risk, Compliance & Governance

• Manage operational risks and controls; ensure compliance with security, and NIS obligations.
• Participate in vulnerability management and resilience activities.
• Continuous Improvement
• Identify and propose improvements from operational insights, including automation, Lean/Agile methods, and process enhancements.
• Work with Service Owners to steer CI initiatives.

The successful applicant should be able to commit to starting ASAP. The role for will be hybrid and will be umbrella based working. Direct applicants only please.