IT Service Delivery Manager
Core
Lead and optimize IT service operations for internal users, overseeing Helpdesk and Service Analyst teams to ensure seamless, high-quality IT services aligned with business objectives.
Role type
Senior IT Service Delivery Manager
Builds
Internal IT service operations and support processes
Domain
IT Service Management (ITSM)
Deliverable
dashboards & analysis (via careerplan.io/jobs/4960565101-it-service-delivery-manager-at-rightmovecareers)
Required skills
ITIL framework expertise, incident and problem management, KPI development and monitoring, team leadership and mentoring, vendor and stakeholder management, change management, resource and capacity planning, ServiceNow or Jira Service Management familiarity
Preferred skills
Data-driven decision making, continuous improvement mindset, cloud technology understanding
Technologies
ServiceNow, Jira Service Management
Responsibilities
Lead day-to-day operations of IT Helpdesk and Service Analyst teams; Develop, monitor, and report on KPIs to track service effectiveness; Oversee incident and problem management processes; Build and manage relationships with external vendors and internal stakeholders; Lead the adoption of ITIL or other service management frameworks; Provide leadership, mentoring, and development for service teams; Ensure appropriate resource and capacity planning for IT service teams; Oversee implementation of new technologies and processes within service teams.
Seniority
Senior, hands-on IC