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Andrew Brown
Head of Public Sector Practice
Call 0113 4166227

IT Service Delivery Manager

Location: Greater London
Job ID: 5442
Employment Type: Contract

Job Title: IT Service Delivery Manager

Client: Home Office

Contract Length: 2 years

Pay Rate: £450-550 per day

IR35 Status: Outside IR35

Location: Croydon



Summary of the work


• The IT Service Delivery Manager (SDM) is responsible for the management of the service elements of each Interim Operating Model (IOM).


The SDM manages:

•          Defined measures of integrated service;

•          Process performance across teams;

•          Operational agreements;

•          Contractual arrangements;

•          Stakeholder management;

•          Continual Service Improvement (CSI).



Who the specialist will work with    


• NLEDP Service Management Team


What the specialist will work on      


• Manage operational costs/financial controls.

• Escalation point for internal stakeholders/suppliers.

• Work with all teams to ensure IOM capabilities effectively and efficiently meet stakeholder needs, including MI/performance measurement.

• Work with supplier managers to assure ongoing governance.

• Work with Service Management process owners for consistent implementation/delivery of ITIL processes, including Incident, Change, Knowledge, CSI and Problem Management.

• Manage/chair regular service review, including inputs/outputs.

• Coordinate/improve performance, integration/interoperability across NLEDP teams/suppliers.

• Identify/remediate causes of cross team service failure.

• Ensure adherence of service team(s) to defined policies/procedures.

• Conduct analysis to identify improvements, including work flow/cost-comparison analysis.

Skills and experience


Essential skills and experience           

• Minimum of 10 years of experience in an operational IT delivery team role.

• 5 years demonstrable managerial experience of working in a multi-supplier service delivery environment

• Experience in Managing Live Processes, Resourcing for operational teams, Tracking value for service, Developing quality standards

• Operating at SFIA Level 4 or above

• Experience in streamlining complex IT processes and services

• Awareness of secure environments

• Strong verbal and written communication skills across teams and levels of organisation with the ability to build strong relationships with key stakeholders, and clearly articulate plans, expected results and benefits

• Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected

• Ability to take (complex) data and transform it into information that is digestible for colleagues and management teams

• Vendor management capabilities to drive efficient and streamlined services across a multi-supplier IT environment

• Keen organizational skills with a strong sense of urgency and the capacity to prioritize without formal directives

• Ability to work in a fast paced, high pressure work environment

• ITIL Foundation Certification v3 or later

• Ability to build effective working relationships, establishing credibility amongst a wide and demanding stakeholder group

• Experienced in working with strategic partners

• Ensure role is and function is represented with suitable authority


Nice-to-have skills and experience    

• Experience of Jira and Confluence

• Experience of managing services hosted through Cloud provisioning, e.g. AWS, Azure.

• Understanding of the Law Enforcement landscape

• Experience of financial drivers and levers for the control and stewardship used of IT assets and resources used in the provision of IT services


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