I.T Service Delivery Manager

<p>IT Service Delivery Manager - </p><p>Salary: £45,000 - £50,000 + £6,600 annual shift allowance</p><p>Location: St Ives, Cambridgeshire (On-site working)</p><p>Full-time 24x7 Shift Environment (4 days on - 4 days off)</p><p><strong>About the Role</strong></p><p>We are looking for an experienced Performance Manager to play a critical role within a high-performing National Operations Centre environment. This position is central to ensuring the consistent, high-quality delivery of service operations across a 24x7 service landscape.</p><p>You will lead operational performance during your shift, ensuring incidents and service requests are managed efficiently, service levels are met and customers receive a reliable and responsive service. Acting as a key point of coordination across multiple teams, you will drive service excellence, continuous improvement and operational resilience.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Lead service operations during shift, ensuring seamless 24x7 service coverage</li><li>Take ownership of major incidents, acting as escalation point and ensuring effective resolution</li><li>Monitor and drive performance against SLAs, OLAs and KPIs, identifying trends and improvements</li><li>Oversee all tickets within the service management platform, ensuring full lifecycle management</li><li>Coordinate across internal teams, field engineers, and external partners to ensure aligned service delivery</li><li>Ensure adherence to core Service Management processes (Incident, Change, Problem, Request, Knowledge)</li><li>Provide regular reporting on incident trends, performance metrics and service improvements</li><li>Maintain business continuity and ensure contingency plans are followed during shift</li><li>Support and lead team members, fostering a culture of accountability, collaboration and continuous improvement</li><li>Communicate clearly with customers regarding service updates, planned works, and outages</li><li>Identify and implement service improvement initiatives</li></ul><p><strong>Skills & Experience:</strong></p><ul><li>Strong understanding of service management principles (ITIL or similar)</li><li>Experience managing performance against SLAs, KPIs and operational targets</li><li>Proven ability in incident management and escalation handling</li><li>Experience leading or supporting teams in a service desk or NOC environment</li><li>Familiarity with service management tools (e.g., ServiceNow, Jira or similar)</li><li>Strong analytical skills with the ability to interpret data and drive improvements</li><li>Excellent communication and stakeholder management skills</li><li>Experience in a 24x7 or shift-based operational environment is highly desirable</li></ul><p><strong>Qualifications</strong></p><ul><li>ITIL Foundation (or equivalent) preferred</li><li>Relevant experience in Service Desk, NOC or Managed Services environments</li><li>Degree or equivalent professional experience desirable</li></ul><p><strong>What You'll Bring</strong></p><ul><li>A strong sense of ownership and accountability</li><li>The ability to remain calm and effective under pressure</li><li>A collaborative mindset with the confidence to influence outcomes</li><li>A passion for delivering high-quality service and continuous improvement</li></ul><p><strong>Why Apply?</strong></p><p>This is an opportunity to play a key role in a critical operations environment where your decisions directly impact service performance and customer experience. You'll be part of a collaborative team focused on delivering excellence and driving meaningful improvements.</p><img src="https://www.jobg8.com/Tracking.aspx?KmGIYyL1tv4jwAJW6zFZnIb2lP8%2fMm%2fUu" width="0" height="0" />