Piccadilly One is exclusively working with a successful British brand embarking on a major digital transformation.
As part of this business-critical transformation, a new role within the IT department has been created.
The IT Service Delivery Manager will join a busy IT Operations function tasked with creating a gold-standard IT Service capability.This role is permanent and requires being onsite 3-4 days a week.As the IT Service Delivery Manager, you will be responsible for transforming IT service processes and procedures from a reactive firefighting posture into a proactive and streamlined Service Delivery function.
You will lead the development and implementation of ITIL-based best practices, tailored specifically to meet the needs of the organisation, which encompasses diverse business units and technology stacks.This role is ideal for someone with a proven track record of driving change and building IT service maturity within organisations with underdeveloped service capabilities.
You will focus on reducing incidents, enhancing service quality, and establishing a structured and well-documented IT service management environment.
Additionally, you will mentor and develop a dedicated IT team member to take over and manage the service once fully operational.ResponsibilitiesService TransformationAssess and understand the current IT service delivery landscape, including gaps, challenges, and opportunities for improvement.Develop a strategic plan to transform the IT Operations team from reactive issue resolution to proactive service delivery.Process Improvement & Best PracticesDesign, implement, and improve service management processes to ensure efficient and effective IT service delivery.Establish service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to monitor and measure performance.Stakeholder EngagementServe as the primary point of contact for IT service delivery, engaging with business stakeholders to understand service requirements and ensure alignment with business objectives.Team Leadership and MentorshipProvide guidance and leadership to the IT Support team, ensuring they are equipped with the right skills and knowledge to deliver high-quality IT services.Incident and Problem ManagementLead efforts to reduce incident volume by identifying root causes and implementing preventive measures.Tool and Technology ImplementationAssess, select, and implement appropriate IT service management (ITSM) tools to support the ITIL framework and streamline service delivery.RequirementsExperienceProven success in IT service management, including IT service delivery, IT operations, and service improvement.Proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions.Experience in implementing ITIL practices and leading IT service transformations in complex environments with diverse technology stacks.SkillsStrong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management.CertificationsITIL Foundation Certification (v3/v4) is required.
Advanced ITIL certifications are a plus.Additional relevant certifications (e.G., PMP, Prince2, COBIT) are a plus.Preferred Candidate AttributesAbility to adapt quickly to a complex IT environment with competing demands and challenges.Experience in mentoring or coaching individuals for future leadership roles.