IT Service Delivery Lead I.T Systems and Services · UK ·

Enginuity Group; Remote; GBP 36,000 - 42,000; Full time

Job summary

A leading UK IT services provider is seeking an IT Service Delivery Lead to ensure a smooth and efficient IT service experience for internal users and customers. You will collaborate across teams to identify issues and drive improvements. Key responsibilities include managing the IT Service Desk, handling escalations, and overseeing the performance of third-party providers. The ideal candidate will possess strong customer service skills and experience with Active Directory and Office 365, contributing significantly to the overall IT strategy.

Benefits

Competitive salary

Defined contribution pension

25 days paid holiday

Life assurance

Healthcare Cash Plan

Paid membership of a Professional Body

Volunteering time off

Training and development opportunities

Qualifications

• Demonstrable experience in a lead role within an IT Service team.
• Strong customer service skills with a proactive approach.
• Good troubleshooting skills and ability to resolve issues.

Responsibilities

• Ensure smooth onboarding for new starters and revoke access securely for leavers.
• Manage IT Service Desk and ensure timely ticket resolution.
• Produce monthly IT service performance reports and manage IT contracts.

Skills

Customer service skills

Troubleshooting skills

Experience with Active Directory

Knowledge of Office 365 apps

Analytical skills

Education

ITIL certification

Tools

Active Directory

Office 365

Intune

SharePoint

Job description

IT Service Delivery Lead

Permanent, Full time: 35 hours per week

Salary: £36,500 - £41,500 + benefits

Home based in England, Scotland or Wales with occasional national travel

About the role

As the IT Service Delivery Lead, you’ll ensure Enginuity Group’s internal users and customers receive a smooth, efficient IT service experience. You’ll collaborate with teams and leaders across the business to understand priorities, identify issues, and drive continuous improvement in IT services and strategy.

This role will be pivotal in system implementation projects, ensuring a seamless handover from delivery to day‑to‑day operations and that IT Service Teams are fully prepared to support new systems. You’ll also manage our third‑party IT service providers, holding them accountable to deliver best‑in‑class service within agreed SLAs, and regularly meet with internal system owners to ensure their systems run smoothly with no unresolved issues.

What you’ll be doing

In this role, you’ll be central to delivering a seamless IT experience across Enginuity. You’ll ensure new starters have the right hardware and applications for a smooth onboarding experience and manage the leaver process to revoke access securely and efficiently. You’ll also lead the management of our IT Service Desk and other IT providers, ensuring tickets are resolved promptly, SLAs are met, and services remain consistent and high‑quality.

Additionally, this role will handle incident and request escalations, lead service delivery meetings, and oversee operational readiness for new systems, ensuring IT teams are fully prepared to support operations from day one. On top of this you’ll produce monthly IT service performance reports, manage IT contracts and subscriptions to avoid disruption, as well as maintain key systems such as Active Directory, Office 365 and Intune, keeping the IT knowledge base up to date. Supporting ongoing training and contributing to this will be important in this role as well as to wider IT projects to ensure colleagues make the most of our technology and services.

What we’re looking for

First and foremost, you’ll have demonstrable experience in a lead role within an IT Service team as well as experience working with a busy helpdesk. We’re looking for strong customer service skills: you’ll be able to listen and understand, offering a proactive approach to resolving problems. Good troubleshooting skills are essential to success in this role, with the ability to acquire the understanding of a problem or situation quickly.

Experience of working with Active Directory, EntraID, Office 365 and Intune, as well as deep knowledge of Office 365 apps, SharePoint, Teams, Forms and Power Automate is important. Along with the ability to analyse information/data and suggest new ways of working to improve IT services & the ability to plan and implement changes. Finally, we’re looking for experience in ITIL implementation and application of processes and standards for managing the provision of IT services in line with customer expectations.

Other skills which would be desirable however not needed to apply for the role

Ideally you’ll be ITIL certified, or have experience at this level, as well as experience of working in an Awarding Organisation, though these are not essential.

Working for EAL/Enginuity Group

We offer a supportive work environment and a comprehensive benefits package.

Equity, diversity and inclusion are integral to everything we do, and we are committed to being an inclusive workplace where all colleagues feel valued and able to be themselves. We actively encourage applications from people of all backgrounds, identities and experiences.

Many of our team work flexibly, and we would be happy to discuss how flexible working could work for you and the business. If you are shortlisted for interview, please let us know so we can explore this together.

We also welcome discussions about any reasonable adjustments that may support you throughout the recruitment process.

Remote/home based working at Enginuity

Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.

As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.

The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.

Our benefits include:

• Competitive externally benchmarked salaries
• A defined contribution pension (4.5% employer/employee contribution).
• 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
• 3 additional paid days for company shutdown over Christmas and New Year
• A holiday buy scheme - option to buy up 5 days extra days holiday per year
• Life assurance of 2x your salary
• A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
• Paid membership of a Professional Body to support your continuous development.
• An Employee Assistance Programme offering free confidential advice and support
• Wellbeing programmes, access to a free wellbeing website and wellbeing app
• Paid time off to volunteer in your local community or to support wider charitable causes
• A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
• Enhanced maternity, paternity, shared parental, adoption and dependant leave
• Access to training and development opportunities

About Us

The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.

We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:

• support engineering and manufacturing employers in discovering new sources of skills;
• provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
• and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net‑zero transition.

Further Information

If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at [e-mail].

As part of our commitment to diversity, equality, and inclusion, you’ll receive our Equal Opportunities Survey. We’d greatly appreciate it if you could take a few minutes to complete it – it helps us monitor and improve our recruitment practices.

We’re unable support UK relocation or to sponsor a visa for this role.

Depending on the volume of applications, the closing date for this position may be extended or brought forward.