IT & Software

IT Service Delivery Manager

Rightmove

London · Greater London · United Kingdom

Overview

As IT Service Delivery Manager you will lead the IT Helpdesk and Service Analysts to deliver reliable, high-quality internal IT services. You will align service delivery with business goals, monitor KPIs, and champion best practices to improve efficiency and customer satisfaction. You will nurture a customer-centric culture and manage incidents, changes, and vendor relationships to minimize disruption. This role offers the opportunity to shape IT service operations at a market-leading property platform. You will work closely with cross-functional teams to drive continuous improvement and ensure scalable service delivery.

Pay / Benefits
  • Private Medical Insurance
  • Pension and Life Insurance
  • 27 days holiday + volunteering days
  • Employee Assistance Plan
  • Travel Loans
  • Bike to Work scheme
Responsibilities
  • Lead the daily IT Service Operations for Helpdesk and Service Analysts to meet SLAs
  • Identify and drive service improvement initiatives to enhance quality and efficiency
  • Develop and report KPIs to monitor service performance and take corrective actions
  • Foster a customer-centric IT support culture for internal users
  • Oversee incident and problem management to minimize business impact
  • Manage vendor and stakeholder relationships and communicate service performance
  • Lead adoption of ITIL or similar frameworks and drive best practices
  • Provide leadership and development for the service desk teams
  • Plan resources and capacity to meet current and future demand
  • Oversee change management when introducing new technologies or processes
Key requirements
  • Strong leadership of IT service teams and focus on customer satisfaction
  • In-depth IT service management knowledge (ITIL) and implementing best practices
  • Analytical mindset with data-driven decision making
  • Customer-focused mindset and ability to cultivate a service culture
  • Excellent organizational skills and ability to manage multiple priorities
  • Strong verbal and written communication across all levels
  • Technical understanding of IT infrastructure, cloud technologies, and IT support operations
  • Hands-on experience with incident and problem management
  • Proven ability to develop and track KPIs to improve service delivery
  • Experience with service management tools (e.g., ServiceNow, Jira Service Management)
  • Leadership
  • Customer focus
  • Analytical thinking
  • IT Service Management (ITIL)
  • Incident and Problem Management
  • KPI Management

Reference: WJ-747_31021651

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