Description

Service Delivery Manager Cardiff office 2 days p/week | £400 p/day | 35 hours p/week 1 month initially - short term contract to cover a sabbatical We’re looking for an experienced Service Delivery Manager to lead an IT service delivery function for a well-established organisation based in Cardiff. You’ll manage the Service Desk and IT Operations teams, ensuring a high-quality, customer-focused IT service while working closely with internal stakeholders and third-party suppliers. What you’ll be doing * Lead, coach and develop the Service Desk and IT Operations teams * Take ownership of day-to-day IT service delivery and performance * Manage key IT suppliers and third-party services * Develop and improve ITIL processes and service management * Monitor service performance, KPIs and service levels * Lead continuous service improvement initiatives * Oversee IT assets, software licensing and operational documentation * Support the transition of new systems and projects into live service * Manage service reviews and work with stakeholders to resolve issues * Identify opportunities to improve efficiency, performance and customer experience What we’re looking for You’ll have solid experience in IT Service Delivery / IT Service Management, ideally with experience managing service desk or IT operations teams. You should have: * Strong ITIL / IT service management knowledge * Experience managing and developing technical teams * Experience working with third-party suppliers * Good understanding of service levels, KPIs and continuous improvement * Strong communication and stakeholder management skills * A practical, customer-focused approach to IT service delivery