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Service Delivery Manager Location: Trowbridge (travelling to client sites occasionally) with some hybrid working Salary: Up to £50,000 + Excellent Company Benefits including a TAX FREE yearly bonus Security Clearance: SC Clearance is required and you must be a Sole British National – due to the nature of the work NexGen Associates are recruiting for an experienced Service Delivery Manager to lead, develop and continuously improve IT Service Management across a complex and regulated organisational environment based in Trowbridge. This is a senior leadership role responsible for operational IT service excellence across corporate systems while embedding structured Service Management governance into programmes, projects and supplier contracts. You will lead Service Desk and Service Management Analysts and work closely with the IT Team, Leadership Team, Programme and Project Managers and departments across the organisation. Role Summary: The Service Delivery Manager is accountable for delivering robust IT Service Management across internal corporate systems. The role ensures operational stability, strong governance and continual improvement while providing Service Management leadership into programmes and strategic initiatives. You will embed best practice into operational delivery and supplier contracts ensuring services are scalable, compliant and aligned to organisational governance frameworks. Key Responsibilities: • Accountable for Service Desk, Desktop and Mobile Support functions ensuring SLA adherence and high service quality, • Own Incident, Request, Change and Escalation processes, • Drive service improvement through trend analysis and post-incident reviews, • Lead the Change Advisory Board (CAB) ensuring controlled, auditable change implementation, • Develop and maintain the Service Catalogue, SLAs and Standard Operating Procedures, • Ensure proactive service monitoring, capacity planning and resource forecasting, • Maintain service stability and scalability across environments, • Manage third-party supplier relationships ensuring KPIs, contractual obligations and remediation actions are met, • Develop and maintain a Service Management operating model aligned with governance frameworks, • Define and implement Service Management requirements within partner and supplier contracts to strengthen governance and performance, • Define and document Service Management roles, RACI matrices, workflows and ways of working across project functions, • Support delivery of the overall Service Management roadmap, • Provide regular strategic updates and briefings to senior leadership including risk management inputs and performance updates, • Represent Service Management at assurance, accreditation and change governance boards, • Ensure alignment with organisational standards and compliance requirements, • Lead, manage and coach Service Desk Analysts and Service Management Analysts, • Create development and training plans to maintain competence and resilience, • Monitor service KPIs and analyse performance trends, • Recommend and implement continual improvement actions, • Provide accurate and timely reporting on service performance, risk and improvement initiatives to internal and external stakeholders Requirements: • 3–5 years’ experience in a Service Delivery or Service Management leadership role, • Experience operating within complex or regulated environments, • Strong experience implementing and governing ITIL 4 aligned processes, • Experience working in ITIL / ITSM environments, • Experience using ITSM tools such as Halo, ServiceNow, Remedy or Jira Service Management, • Experience integrating service requirements into supplier contracts, • Proven experience managing suppliers and stakeholders within complex SLA frameworks, • Deep understanding of Service Management within public cloud and hybrid hosting environments, • Familiarity with ISO 20000 and ISO 27001 standards, • Understanding of SIAM principles, • Knowledge of Microsoft enterprise technologies including Active Directory and Azure AD, • Strong leadership and coaching capability, • Excellent stakeholder and supplier management skills, • Analytical mindset with strong problem-solving ability, • Continuous improvement focus, • Exceptional written and verbal communication skills suitable for both technical and senior management audiences, • Strong organisational and time management skills, • Ability to manage multiple priorities within a fast-paced environment, • Resilient, adaptable and proactive when managing change Additional Requirements: • ITIL v4 Practitioner Essential, • SIAM Foundation or Professional Desirable, • SDI Service Desk Manager or equivalent Desirable, • Ability to travel to organisational or supplier locations when required, • Security clearance required This is an excellent opportunity for a Service Management professional looking to take full ownership of operational service delivery while shaping governance, supplier performance and long-term Service Management strategy.

Senior IT Service Desk Analyst Full time, Permanent Location Onsite Glasgow with regular travel across other sites Closing date: 9 March Who we are: Were not just talking about making a difference, were making it happen. Building on our proud heritage, we have ambition to become the global leader

Are you ready to embark on an exhilarating journey into the heart of Technology and Cyber Security support? At Air IT, we're not just excited about the future – we're shaping it with our incredible mission, vision, and strategy. As a 1st Line Service Desk Engineer, you'll be the first beacon of su

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. So, if you have experience in an IT helpdesk suppo

A global energy and logistics company seeks an IT Service Desk Analyst proficient in both French and English to provide top-notch technical support. The ideal candidate has over 4 years of IT support experience and a strong command of Windows and Mac systems. This is an opportunity to grow in a tech

The ideal candidate will have a Bachelor's degree in IT, extensive leadership experience in IT managed services, and expertise in ITIL frameworks. A leading technology services provider is seeking a Customer Experience Director to manage the Service Desk function. You will oversee operations, drive

A leading law firm in Greater London seeks a Service Desk Analyst to provide operational support for technology systems. Responsibilities include diagnosing technical issues, managing user accounts, and ensuring excellent customer service. The firm values diversity and inclusivity, offering a collab

An innovative technology firm in Greater London is seeking a Service Desk Analyst to provide vital technical support for various systems. Strong communication and customer service skills are essential. This role involves managing user accounts, diagnosing issues, and delivering excellent service in

A leading IT services consultancy in Greater London is seeking a Service Desk Agent to provide first line support and manage incident responses effectively. The ideal candidate will possess strong ITIL knowledge, experience in Microsoft Azure, and have excellent communication skills.

In this dual-focused role, you will spend approximately 50-70% of your time on Service Desk support, with the remainder dedicated to implementing AI to improve efficiency and service delivery. A leading software company is looking for an experienced IT Engineer in the United Kingdom to provide prima

This role involves supporting Service Desk Analysts with IT hardware configuration, inventory management, and user documentation. A recruitment agency is seeking a vibrant Service Desk Administration Assistant in Plymouth. The position is full-time, on-site, and covers maternity leave for 6-9 months

Reporting to the IT Hub Lead, you will be assisting the delivery of functions within the IT team and the wider BDO business by working on the IT Service Desk. To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. You’ll be encouraged

Maternity/paternity - 6 months Maternity Leave, 3 months Paternity Leave. We are committed to having a positive impact on the clients and the communities we serve. You will work collaboratively within the team to deliver a high-quality IT function.

The ideal candidate is well organized and has a positive attitude, with a strong inclination towards customer service. In this hybrid role, you will respond to various client technical issues, manage user accounts within Office365 and Azure, and utilize service desk tools. A leading IT solutions pro

Candidates should have at least 2 years of IT support experience, familiarity with Microsoft tools, and strong problem-solving skills. A leading company in the aviation industry is seeking a Service Desk Analyst for a 6 month contract in Greater London. This position focuses on providing expert solu

A leading technology research firm in London is seeking a Service Desk Technician Level 1 to ensure proper computer operation for end users. The ideal candidate has 1-3 years of experience in a service desk role and a college diploma in a related field.

IT Service Desk Engineer page is loaded## IT Service Desk Engineerlocations: Link Theory UK Ltd London Showroomtime type: Full timeposted on: Posted 5 Days Agojob requisition id: R00000004169713The CompanyAt Theory, we create clothes that matter that empower and improve the way we live throu

A UK-based IT service provider is seeking an IT Service Desk Engineer for a role that offers 12-hour shifts, 4 days on and 4 days off. Competitive benefits include training opportunities, referral bonuses, and 25 days annual leave. The ideal candidate will be responsible for resolving technical issu

A leading recruitment agency in the UK is seeking an IT Service Desk Analyst to join a supportive team. This position offers a chance for technical growth and the opportunity to work in a prestigious environment with a high-profile client. In this role, you will be the first point of contact for IT-

A prominent health service provider in London is seeking an IT Service Desk Officer to handle and resolve IT support calls. This position offers a competitive salary within the NHS pay framework and a permanent contract. The successful candidate will be responsible for ensuring all calls are logged

A leading tech recruitment firm is seeking a Service Desk Analyst to join a fully remote team. This role offers a chance to work with cutting-edge backup and data protection technologies while supporting clients through effective IT service management. The firm values training and development, provi

A leading global asset manager is seeking a technical support professional to address technology issues and assist with daily administration tasks. This on-site role in London offers private medical insurance, annual leave, and a retirement savings plan.

We are seeking an IT Service Desk Engineer to join a high performing IT team for a rapidly expanding managed service provider based in Gloucester. Working on an IT Service Desk as well as working on live infrastructure projects. This represents a fantastic opportunity for a first‑line engineer to

A leading IT consultancy in Greater London is seeking a Service Desk Analyst to provide first line support in an ITIL-aligned environment. The position offers professional growth, wellness support, and competitive benefits including a discretionary bonus, private medical insurance, and life assuranc

If you’ve also worked in the following roles, we’d also like to hear from you: IT Helpdesk Analyst, 1st Line Support Engineer, First Line Support Technician, Technical Support Engineer, Application Support Analyst, Cloud Support Engineer, IT Support Technician, IT Technician, Service Desk Analys

A leading healthcare provider in Greater London is seeking an IT Service Desk Analyst responsible for maintaining communication channels between customers and the IT department. The role focuses on first-line support for technical issues, ensuring efficient incident management and outstanding custom

Are you a tech-savvy problem solver with a passion for customer service? Join Key Group, a market-leading financial services company, as an IT Service Desk Analyst and be part of a dynamic IT team that keeps our business running smoothly. Ensure IT security and confidentiality are upheld at all time

A leading technology solutions provider is seeking an experienced IT Service Desk Engineer to be the first point of contact for technical support across the UK. The role allows for remote work but requires regular client visits in Twyford. Responsibilities include providing first and second line sup

A leading food company in the UK is seeking a Service Desk Apprentice to join their IT team. The role involves providing IT support to approximately 2000 users across multiple sites, assisting with technical inquiries, and developing troubleshooting skills. The ideal candidate will have strong numer

Whilst not limited to this, the type of technical activities to be undertaken could be anything from assisting with the installation, monitoring, maintenance, support, security, integrity and optimisation of IT hardware, software, and communication systems within agreed service levels. Proactive nat

A leading tech company is seeking an experienced IT Service Desk Engineer to provide high-quality technical support across multiple regions. This critical role focuses on ensuring employees have a seamless technology experience, managing service requests, and supporting device integration within a f

This role is responsible for providing first-line IT support, managing the Service Desk, and ensuring smooth operation of IT systems and services. A dynamic organization is seeking an IT Support Analyst for a full-time, office-based position at 3 Soho Square, London. Ideal candidates will have at le

Responsibilities include user support, system administration, and maintaining service quality. A leading law firm in London is seeking a proactive Service Desk Analyst to provide operational support for their Technology systems. This is an opportunity to work in a dynamic environment with a focus on

A leading staffing agency in the United Kingdom is looking for an IT Service Desk Analyst to provide excellent support to users across Europe and Africa. Key qualifications include strong communication skills, the ability to work under pressure, and experience with service desk tools. You will troub

A prestigious educational institution is seeking a proactive IT Officer - 1st Line to join their team in Greater London. The ideal candidate will possess strong communication and technical skills, thrive in a fast-paced environment, and demonstrate a commitment to excellent customer service. This po

A leading IT recruitment agency is seeking a skilled 1st Line Support Analyst in the United Kingdom. The role involves managing and developing a team of analysts, troubleshooting technical issues, and ensuring a high-quality customer experience. A proactive attitude and a willingness to learn are es

The role includes troubleshooting IT issues, setting up users, and managing IT services across the London offices. This position offers a salary of £35,000 and focuses on maintaining effective IT systems with minimal disruptions. A leading recruitment firm seeks an experienced Desktop Support Engin

To work as part of the UNA IT Service Desk team to provide a high level of support and service to the English language user community of Europe and Africa-Middle East, which will often include visitors from international sites, in response to incidents, requests and project work arising on supported

A leading healthcare provider in Greater London is seeking an IT Service Desk support professional to ensure effective logging and resolution of IT support calls. The post holder will contribute to a high-quality IT service available during contracted hours and handle any escalations or complaints a

Candidates should have at least 2 years of experience in a Service Desk environment, familiarity with Windows and Apple devices, and proficiency in troubleshooting key software such as Microsoft 365. A global financial information services provider is seeking a Service Desk Technician based in Londo

A leading financial services and technology company is seeking a Service Desk Analyst to provide high quality 1st line technical support across various platforms. This position promises an engaging work culture with opportunities for professional growth. Experience with technologies such as Cisco, S

A leading IT services provider in Greater London seeks a motivated Junior Service Desk Engineer to provide first-line technical support. This onsite role requires 1–2 years of experience, strong troubleshooting skills, and excellent communication abilities. The successful candidate will be respons

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An international law firm is looking for an IT Service Desk Analyst to be the first point of contact for IT support. The firm offers a competitive benefits package and values excellence, collaboration, and inclusivity in its workplace. This role requires at least 1 year of IT support experience, wit

You will be fully backed by the wider IT service desk and technology team. Senior IT Service Desk Engineer. As a proudDisability Confident Committedemployer, we’re dedicated to creating an environment that’s accessible and inclusive for all.

Candidates will provide 1st and 2nd line technical support, manage tickets in an IT service management system, and troubleshoot various technical issues. A staffing agency is seeking an IT Support Officer for a role in South East London.