ICT Service Delivery Manager

Housing Diversity Network; Walsall; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A community-focused organization in the United Kingdom is seeking an experienced Service Delivery Manager to oversee the delivery of efficient and reliable IT services. The successful candidate will lead the IT Service Desk team, ensuring high levels of customer satisfaction and smooth operational processes. Requirements include ITIL Certification, strong leadership, and experience in the housing or public sector. This role offers a hybrid working model and the chance to contribute to an inclusive and diverse environment.

Qualifications

• Proven experience in IT service or operations management.
• Strong leadership skills to manage the IT Service Desk team.
• Experience in housing, public sector, or not-for-profit environments.

Responsibilities

• Ensure efficient, reliable, and customer-focused delivery of IT services.
• Manage the IT Service Desk team (1st–3rd line engineers).
• Monitor and improve service delivery processes.

Skills

IT service delivery

Leadership

Microsoft 365

Azure

SharePoint

Customer satisfaction

Education

ITIL Foundation Certification or equivalent experience

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.

To succeed, you’ll need ITIL Foundation Certification (or equivalent experience), strong leadership skills, and a deep understanding of IT infrastructure and applications. Experience in housing, public sector, or not-for-profit environments is essential.

Excellent communication skills, attention to detail, and the ability to interpret data to drive improvements are critical. If you’re passionate about delivering high-quality IT services in a customer-focused environment, this role could be the perfect opportunity for you.

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.

Please apply on our recruitment site:

https://watmos.current-vacancies.com/Careers/Watmos%20VSP-1722

Walsall, West Midlands or Lambeth, London. Hybrid Working

Would you like to speak to a member of our team?

Just submit your details and we will be in touch shortly.