Information Technology Service Delivery Manager
25 days ago
Rugby
Interim IT Service Delivery Manager (Contract) Location: Rugby (2-3 days per week onsite) Duration: 6 months SC CLEARANCE IS HIGHLY PREFFERED - SC CLEARANCE ELIGIBILITY IS ESSENTIAL We are seeking an experienced IT Service Delivery Manager to bring structure, visibility and operational governance to a UK IT function. This is a hands‑on contract role focused on improving service management, stakeholder engagement and operational performance. • Act as the operational interface between local IT teams and corporate Centres of Excellence (CoEs)., • Establish core service management processes, metrics, KPIs and reporting., • Define and implement SLA/OLA frameworks with business stakeholders., • Produce weekly service reporting covering incidents, requests, escalations, risks and service performance., • Drive ticket, incident and problem management improvements., • Coordinate escalations across internal teams, CoEs and third‑party suppliers., • Lead regular service review meetings and operational governance forums., • Improve visibility of demand, workload, priorities and capacity., • Identify service, process and ownership gaps and implement practical improvements., • Maintain a focused service improvement roadmap., • Provide concise weekly updates to senior IT leadership., • Proven IT Service Delivery Management experience., • Experience operating within immature or low‑process IT environments., • Ability to build service reporting, KPIs and SLA frameworks from scratch., • Strong stakeholder, supplier and escalation management skills., • Practical, pragmatic ITIL experience., • Experience delivering service improvements within complex, matrix organisations., • Confident engaging with senior business stakeholders and technical teams., • Experience within manufacturing, engineering, defence, regulated or other complex enterprise environments. Within 3–6 months, you will have: • Established service metrics, reporting and governance., • Defined escalation paths and SLA/OLA measures., • Improved visibility of ticket, incident and service trends., • Increased engagement between local teams and corporate CoEs., • Clarified operational ownership and responsibilities., • Delivered a practical service improvement roadmap., • Reduced operational escalations reaching senior leadership., • Improved control and stability of BAU service delivery. #J-18808-Ljbffr