Service Delivery Manager
Posted 1 day ago by Syntax Consultancy
£450 Per day
Inside
Hybrid
Leeds, West Yorkshire, UK
Summary: The Service Delivery Manager role requires an individual with SC Security Clearance and proven experience in leading IT helpdesk or support services, focusing on KPI and SLA achievement. The position is a 6-month contract based in Leeds, offering a hybrid working arrangement. The successful candidate will be responsible for overseeing service delivery and ensuring adherence to ITIL best practices.
Key Responsibilities:
- Lead IT helpdesk or support service, driving KPI and SLA achievement.
- Manage service delivery across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management.
- Provide on-call Major Incident Management cover, ensuring rapid coordination and effective resolution.
- Deliver service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.
- Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team.
- Apply ITIL best practices across helpdesk and support services.
- Oversee the end-to-end service life cycle, including service support, delivery, and transition activities.
Key Skills:
- Proven experience in a Service Delivery Manager/Service Management role.
- Strong customer-service orientation with a pragmatic problem-solving approach.
- Familiarity with ITIL or other service management frameworks; ITIL V3 required and ITIL V4 preferred.
- Hands-on experience with ITSM/helpdesk tooling (e.g., ServiceNow).
- Experience in Major Incident Management, Incident Management, and Service Transition.
- SC Security Clearance used on a project within the past 12 months is strongly desirable.
Salary (Rate): £450 daily
City: Leeds
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Service Delivery Manager (SC Cleared) ITIL V3 - ITIL V4
Leeds (Hybrid)
6 Month Contract
to £425-£450/day (Inside IR35)
Service Delivery Manager needed with SC Security Clearance preferred, Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.
6 Month Contract based in Central Leeds (Hybrid). Start ASAP in Feb/March 2026.
Hybrid Working - 3 days/week remote (WFH), and 2 days/week working on-site from the Leeds office. Occasional travel Manchester.
Day Shift with participation in an on-call rota for Major Incident Management.
A chance to work with a leading global IT and Digital transformation business specialising in Government projects:
- Experienced Service Delivery Manager/Service Management role
- Service Management expert across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management.
- Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.
- Strong customer-service orientation with a pragmatic problem-solving approach.
- Proven advocate and practitioner of ITIL best-practice processes. Familiarity with Experience in ITIL or other service management frameworks. ITIL V3 required and ITIL V4 preferred.
- Hands-on experience with ITSM/helpdesk tooling (eg ServiceNow)
- Also provide on-call Major Incident Management cover, ensuring rapid coordination, clear communications and effective resolution.
- Deliver service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.
- Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing.
- Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement.
- Ensure technical solutions continue to meet business requirements throughout the service life cycle.
- Oversee the end-to-end service life cycle, including service support, delivery, and transition activities.
Desirable: Experience in Major Incident Management, Incident Management, and Service Transition
Strongly desirable SC Security Clearance used on a project within the past 12 Months.