IT Service Delivery Manager

Salary

£60,000 – 65,000 per year

Requirements

• Proven experience in a senior IT leadership role such as IT Operations Manager, IT Service Delivery Manager, IT Manager, or similar.
• Strong experience managing MSPs, service providers, and vendor relationships.
• Experience owning SLAs, KPIs, service reviews, and service improvement plans.
• Demonstrable people management and team leadership experience.
• Strong Microsoft 365 administration knowledge including Entra ID, SharePoint, Teams, Exchange Online, and Intune.
• Experience working within multi-site environments.
• Strong stakeholder engagement and communication skills.
• ITIL or strong IT service management experience.
• Technical background with the ability to make informed technology decisions and challenge suppliers when required.
• Desirable: manufacturing, engineering, industrial, distribution, or similar sector experience.
• Desirable: experience supporting ERP and CRM platforms.
• Desirable: exposure to infrastructure, networking, cybersecurity, Azure, or hybrid cloud environments.
• Desirable: experience leading IT transformation, modernisation, or organisational change initiatives.
• Desirable: strong Sage 200 expertise.

Responsibilities

• Own and manage the relationship with the external Managed Service Provider (MSP), ensuring SLA/KPI performance and continuous service improvement.
• Lead, mentor, and help reshape the internal IT team, supporting future growth and capability development.
• Act as the visible face of IT across the business, building strong relationships with stakeholders across multiple sites.
• Drive service delivery, governance, risk management, and operational excellence.
• Provide technical leadership and credibility, supporting key decisions and acting as an escalation point where required.
• Support IT modernisation initiatives, helping move the business away from legacy technologies and processes.
• Manage third-party vendors, contracts, budgets, and IT suppliers.
• Lead and contribute to business-critical projects across infrastructure, Microsoft 365, ERP, CRM, and wider technology platforms.

Technologies

• Azure
• Cloud
• CRM
• ERP
• Support
• ITIL
• Microsoft 365
• Sage
• SharePoint
• Office 365

More

We are partnering with a market-leading, multi-site manufacturing group seeking an experienced Head of IT to take ownership of IT operations, service delivery, and team leadership across a growing business. This is a permanent hybrid role based in the Southwest England area, with 3 days on-site and 2 days remote. Reporting directly to the IT Director, this is a true number two leadership role focused on driving IT performance, modernisation, governance, and stakeholder engagement. The role covers multiple sites, so you should be comfortable with travel across the business. We offer a salary of £55,000 to £65,000 per year plus benefits.

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