IT Service Delivery Manager

About the role

We are looking for an IT Service Delivery Manager to take end‑to‑end ownership of IT service delivery, ensuring high service quality, SLA performance, and strong stakeholder satisfaction. This is a hands‑on position with strong potential to grow into a Service Delivery Lead role, overseeing Service Delivery Managers and the Service Desk. You will work in a mission‑driven environment focused on innovation and positive impact.

Key responsibilities

• Own and continuously improve the delivery and performance of assigned IT services.
• Monitor SLAs, KPIs, risks, recurring issues and drive improvements.
• Coordinate major incidents and ensure effective problem resolution.
• Act as a key point of contact for business stakeholders, suppliers, IT teams, and the Service Desk.
• Lead service reviews, reporting, escalations and stakeholder communication.
• Improve and standardise ITSM processes using ITIL best practices.
• Identify opportunities to automate, simplify and improve service quality and customer experience.
• Support and mentor Service Delivery colleagues and contribute to developing the function.
• Grow towards a Service Delivery Lead role, coordinating Service Delivery Managers and the Service Desk.

Required profile

• Proven experience in IT Service Management / Service Delivery.
• Strong knowledge of ITIL, SLAs, KPIs, incident/problem management and service improvement.
• Excellent stakeholder and communication skills, including handling escalations.
• Ability to coordinate multiple teams and drive issues to resolution without direct authority.
• Analytical, proactive and customer‑focused mindset.
• Experience with mentoring or informal leadership is a plus.
• Ambition and potential to grow into a Service Delivery leadership role.
• Fluent English; other languages are a plus.

Required skills

• ITIL framework
• Incident and problem management
• SLA and KPI monitoring