ICT Service Delivery Manager

Housing Quality Network; Walsall; On-site; GBP 40,000 - 60,000; Full time

Job summary

An organization committed to housing quality is seeking an experienced Service Delivery Manager in Walsall. The successful candidate will lead the IT Service Desk team and ensure the efficient delivery of IT services. Key responsibilities include managing day-to-day operations and fostering a customer-focused environment. The role demands strong leadership and technical expertise in infrastructure, networking, and applications like Microsoft 365 and Azure. The company values diversity and encourages applications from individuals of all backgrounds.

Qualifications

• Proven experience in IT service delivery or operations management.
• Strong leadership skills with a proven track record.
• Ability to stay updated with emerging technologies.

Responsibilities

• Oversee the delivery of IT services across the organization.
• Manage the IT Service Desk team to ensure efficient operations.
• Monitor and improve service delivery processes.

Skills

Leadership

Technical expertise in infrastructure

Knowledge of Microsoft 365

Knowledge of Azure

Knowledge of SharePoint

Job description

We are looking for an experienced and dynamic Service Delivery Manager to oversee the efficient, reliable, and customer-focused delivery of IT services across the organisation. You will manage the IT Service Desk team, ensuring smooth daily operations and a culture of excellence. The ideal candidate will have proven experience in IT service delivery or operations management, with strong leadership and technical expertise in infrastructure, networking, and applications, particularly in Microsoft 365, Azure, and SharePoint. Staying up-to-date with emerging technologies is key to addressing operational challenges.

In this role, you will lead the IT Service Desk team, ensure high levels of customer satisfaction and efficient service resolution, while monitoring and improving service delivery processes. You will work closely with internal teams and external partners to ensure seamless IT service integration and use data analysis to identify trends and opportunities for improvement.

Job Purpose

• Ensuring the efficient, reliable, and customer-focused delivery of IT services across the organisation.
• Managing the IT Service Desk team (1st–3rd line engineers), overseeing day-to-day operations, and taking ownership of the IT budget.
• This role is pivotal in maintaining high service standards, driving continual improvement, and ensuring technology supports Watmos objectives and residents’ needs.

Watmos offers many benefits details of which can be found on our recruitment site:

We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution.

In line with our ethos as an organisation we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.