IT Service Delivery Manager

An established, highly regulated, customer-facing organisation operating across 30+ UK sites
, online platforms, and hospitality services is looking for an IT Service & Digital Transformation Manager to take ownership of service stability and lead the next phase of digital and AI enablement.

This is a hands-on leadership role with real influence, sitting at the intersection of IT service management, people leadership, suppliers, and transformation delivery
.

If you enjoy stabilising complex services while modernising how technology creates value, this role is designed for you.

This role has a 70/30 split between:

• IT service operations
  , and
• Digital and AI-led transformation

The organisation has started its AI journey, creating momentum but now needs a someone who can turn experimentation into operational value
, with strong governance, realism, and measurable outcomes.

You will report directly to the Director of IT Operations & Security
, manage an in-house Service Desk function, and have autonomy to challenge, redesign, and improve how services are delivered.

• Full ownership of the Service Desk and End User Computing estate across distributed UK sites
• Leading service stability during migration to Halo ITSM
• Driving SLA performance, visibility, and continuous service improvement
• Ensuring consistent, high-quality end-user experience in a 24/7, customer-facing environment
• Operating within ITIL-aligned frameworks

• Building and maintaining an AI inventory (tools, pilots, shadow usage)
• Defining and embedding an AI playbook covering governance, guardrails, and value cases
• Scaling Microsoft Copilot beyond early adopters
• Demonstrating tangible ROI from AI initiatives
• Playing a central role in a newly formed AI Working Group
• Moving AI from “interesting” to genuinely useful and trusted
• Leading through a Service Desk Team Lead (6 direct reports in total)
• Upskilling the team and creating a stronger service identity
• Promoting collaboration, visibility, and trust
• Providing clear direction without silos
• Managing multiple strategic suppliers
• Supporting contracts, procurement, and tenders
• Driving value, cost control, and smarter tooling decisions without degrading service

Please apply or reach out directly -