IT Service Delivery Manager REF: 1104

May 30, 2024
Lincoln city, Lincoln, United Kingdom
Job Type
c £65,000
Work Hours
IT Service Delivery Management
Infrastructure - Cyber Security - Support - Service Desk.
Contact number
0113 2990570
Relocation paid. Pension scheme, 34 hols
Additional Benefits
Healtcare scheme, discounts


Job Title

IT Service Delivery Manager




39 hours per week - hybrid after probation

Grade and Pay

c. £75k per annum

Reports to

Head of Group Services

Purchasing Authority

Agreed and set annual revenue and capital budget responsibility,

Scope and Purpose

You will oversee several key functions within the IT Team;


Cyber Security.


Service Desk.


You will enable the delivery of a high-quality service to colleagues across the business and ensure that service delivery processes are in place to meet the needs of the business.

This position will sit as part of the business’s wider leadership team.

Through your relationships with colleague across the business you will manage expectations and drive the service delivery team to achieve those expectations to a high standard.

This role will be recognised as deputy for the Head of Group Services in the event of critical incidents.

Package and Benefits

Discretionary colleague bonus twice yearly

Pension contribution of up to 12% of salary

Colleague discount across our family of businesses

Duties and Responsibilities

Maintaining a high performing service function across the IT disciplines noted above.

Take ownership of major incidents and ensure that they are appropriately communicated, resolved and reviewed in terms of root cause.

Duties and Responsibilities (continued)

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.

Be accountable for the quality of service and performance.

Ensure that future demand from growth and projects is understood and factored into capacity plans.

Lead internal and third-party service review meetings covering performance, service improvement, quality and processes.

Lead the management of our technology environment and ensure that all equipment is built and maintained to a high standard of performance and security.

Oversee the development and implementation of a ISMS strategy and supporting policies and ensure cyber security controls are in line with business risk.

Ensure that patching and antivirus updates are applied and managed by the team.

Liaise with our Learning & Development team and help to educate colleague on the use of available technology.

Be responsible for the life-cycle management of IT assets including hardware, software, licences and warranties. You will manage usage, disposal, licence compliance, sustainability and cost optimisation of IT assets.

Ensure the business has appropriate contracts in place with suitably qualified providers to deliver, support and maintain our IT infrastructure.

Negotiate / re-negotiate contracts ensuring best value is achieved and evidenced.

Recommend budgets and monitor spend, highlighting any expected significant deviation.

Provide guidance, coaching and mentoring to team members.

Produce reports and updates for presentation to other senior leaders and society board on technical topics.

Support the wider IT team on technical issues.

External agencies in relation to PCI and other appropriate IS assurance accreditation.


Senior Stakeholder engagement with relevant teams (Support Centre, Audit, Compliance and Risk), with IT (Infrastructure, Applications), Operations (Business Continuity, Crisis Management) and all business lines.

External agencies in relation to PCI and other appropriate IS assurance accreditation.

Qualifications and Experience

Experience of managing IT Service Delivery across a multi-site business.

Experience and confidence in a fluid working environment, with the experience to impose order and structure.

Experience in managing external service providers.

Experience setting and managing budgets.

Awareness of ITIL / ITSM / SDI. (Formal qualifications in any of these is Required).

Service focused – understands the needs of the business and the customer.

Systematic and methodical.

Creative, innovative with a thirst for knowledge.

Drop files here browse files ...

Read our Privacy Policy

Read our Privacy Policy