IT Service Delivery Manager

Contract: Full-time, Permanent

Location: Birmingham (Hybrid working, 3-days on-site)

Salary: Up to £65,000 per annum

Lead the Transformation of IT Service Delivery at Dignity

At Dignity, technology plays a vital role in supporting families at every stage of their journey. We're looking for an experienced IT Service Delivery Manager to modernise and elevate our IT support services, ensuring our colleagues across the UK receive a reliable, responsive, and customer-focused technology experience.

This is a highly visible leadership role where you'll take ownership of service performance, lead and develop established teams, and drive a step-change in how IT services are delivered across a large, multi-site organisation.

Our colleagues provide a 24/7 service to families across funeral homes, crematoria, and corporate locations nationwide. Behind that service is a technology support function that must be resilient, efficient, and continuously improving. Your leadership will directly impact how effectively our people can do their jobs, helping ensure our services remain dependable when they are needed most.

By introducing stronger service management practices, automation, and clearer performance measures, you'll play a key role in Dignity's wider digital transformation.

• Lead end-to-end IT service delivery across the organisation, ensuring consistent, high-quality support for over 4,000 colleagues.
• Manage and develop UK-based Technology Support and IT Administration teams, fostering a culture of accountability, inclusion, and continuous improvement.
• Drive the modernisation of the service desk, including:
• Clear SLAs and KPIs
• Improved customer satisfaction and first-time resolution
• Automation and self-service solutions
• Oversee incident, problem, and change management processes, including major incident response.
• Use data, dashboards, and analytics to proactively manage service performance and identify improvement opportunities.
• Lead service improvement initiatives aligned to ITIL / ITSM best practices.
• Act as a senior escalation point and trusted partner to business stakeholders.
• Manage third-party suppliers, contracts, and service costs, ensuring value for money and strong performance.
• Support service continuity planning, governance, and regulatory compliance (including FCA conduct requirements).

This role would suit a proven IT Service Delivery or Service Desk Manager with experience operating at scale within a complex, multi-site environment.

• Evidenced people management experience leading mid-to-large service desk or technology support teams.
• A track record of driving service improvement, team optimisation, and customer-focused change.
• Solid knowledge of ITIL / ITSM frameworks and operational service management.
• Experience introducing or improving SLAs, KPIs, automation, and self-service capabilities.
• Excellent understanding of PC hardware, operating systems (Windows 10/11), printers, and peripheral devices.
• Familiarity with mobile and telephony support, including VoIP systems and MDM (Mobile Device Management).
• Basic networking knowledge (e.g., DNS, DHCP, VPN, broadband troubleshooting).
• Knowledge of common office applications (Microsoft 365, Outlook, Teams, Word, Excel, PowerPoint).
• Confidence working with both modern cloud-based services and legacy environments.
• Excellent stakeholder management skills and the ability to translate technical performance into meaningful business insight.

• Competitive salary of up to £65,000.
• Company bonus scheme.
• 25 days' holiday plus bank holidays.
• BUPA private healthcare.
• Pension scheme with 4% employer match.
• Life assurance (2x annual salary).
• Access to internal apprenticeship, learning, and personal development programmes.

To be considered for this role, please submit your application via the Apply button. A member of our Talent Team will review your application and be in touch if you are shortlisted.

We are Dignity
, one of the UK's oldest and most trusted funeral providers, with over 200 years of history, 570 branches, and 46 crematoria nationwide. From launching…