Lead IT Service Manager

Delt Shared Services Ltd provided pay range

This range is provided by Delt Shared Services Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from Delt Shared Services Ltd

Lead IT Service Manager

Full Time – 37 hours per week Hyundai Oil

اسalary: Starting from £45,000 p.a. [DOE] plus performance bonus

Location: Plymouth (Hybrid – with some travel to other Southwest locations)

Anticipated

Start Date:

March 2026

This is a pivotal leadership role at the heart of Delt Shared Services IT Service Delivery function.

As Lead IT Service Manager, you’ll sit at the centre of service operations - owning escalations, leading major incidents, protecting customer confidence, and making sure our IT services are delivered exactly as promised. When things get noisy, complex, or high-risk, you’re the calm, credible voice that brings structure, pace, and resolution.

You’ll work closely with Customer Relationship Managers, IT Service Owners, suppliers, and senior stakeholders, ensuring issues are handled decisively, communication is clear, and contractual commitments are met.

This role is about taking ownership, leading under pressure, and driving service excellence across a complex, multi-customer environment.

What You’ll be Doing:

• Acting as the central coordination point for escalated and major incidents, leading bridge calls and ensuring timely, accurate updates to stakeholders, customers, and senior management.
• Maintaining clear and accurate incident records, timelines, and resolution documentation, contributing to post‑incident reports and the knowledge base.
• Ensuring VIP incidents and requests are prioritised and resolved within agreed SLAs, or that appropriate workarounds are in place.
• Managing the IT service escalation mailbox and overseeing all incoming escalations.
• Ensuring issues are escalated to suppliers appropriately, tracking progress and holding vendors to account against contractual SLAs.
• Leading account‑level service management for non‑key customers, ensuring consistent delivery and high levels of satisfaction.
• Working closely with Customer Relationship Managers to manage operational service issues, complaints, and customer feedback.
• Supporting customer governance activities, including service reviews, SLMs, and contract reviews alongside service owners.
• Overseeing service request delivery to ensure SLAs are met and customer expectations are exceeded.
• Working in partnership with the Problem Manager to monitor recurring issues and drive progress.
• Championing continuous service improvement, ensuring all actions align with ITIL best practice and contractual obligations.

What We’re Looking For

• A degree in a relevant discipline or equivalent hands‑on experience in a senior service management role.
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• At least 3 years’ experience in IT service management or a closely related role.스트병=>
• Proven experience managing customer relationships and working across multiple technical and operational teams.
• Excellent communication skills, with the ability to translate complex technical issues for non‑technical audiences.
• Confident leadership and influencing skills - you’ll be comfortable challenging constructively when needed.
• Strong analytical thinking and decision‑making under pressure.
• The resilience and composure to lead through high‑impact, high‑visibility service issues.
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• A full UK driving licence and willingness to travel to customer sites when required.

Why Join Us?

At Delt, people matter – both our team and the communities we serve. You’ll be part of a purpose‑driven organisation, where your work makes a visible difference. In return, we offer a supportive culture,Kinder hybrid working, and opportunities to grow your skills in a dynamic environment where ideas are welcomed, and impact is recognised.

permissions benefits include:

• Generous holiday allowance of 25 days plus bank holidays
• Up to 12 flex leave days hiç year
• Matched contribution pension scheme up to 10% ofفاق salary
• Opportunities to buy and sell leave
• Employee shopping savings portal
• Opportunities for training to be funded by Delt
• EV salary sacrifice
• Employee assistance programme supporting mental and physical wellbeing

If you want to know about the total package we offer, please see our future employee page here

Final date to receive applications: Applications will be considered on a rolling basis, so please apply early. We reserve the right to withdraw this vacancy as suitable candidates are identified.

Mid-Senior level

Full‑time

Information Technology

IT Services and IT Consulting