IT Service Delivery ManagerHybrid - working from home with visits to business sites across the UKUp to £65,000 per annum + car al.....
IT Service Delivery Manager
Hybrid - working from home with visits to business sites across the UK
Up to £65,000 per annum + car allowance + benefits
Requirement to provide out of hours’ support
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible, hybrid working.
As an IT Service Delivery Manager, you will be responsible for overseeing and ensuring the efficient delivery of IT services to meet our business needs and objectives. You will manage the performance and quality of IT services, ensuring compliance with service level agreements (SLAs), and maintaining positive relationships with internal teams and business stakeholders. You will work closely with IT support, infrastructure, and operations teams to ensure the seamless delivery of services and the continual improvement of service management processes.
Key Responsibilities
Oversee the daily operations of IT service delivery, ensuring that all services are delivered according to agreed SLAs and KPIs.
Coordinate with internal IT teams (e.g. Support, Infrastructure, Networks & Product) to ensure effective and efficient delivery of services.
Identify opportunities to optimize service delivery processes and implement improvements to enhance quality and reduce costs.
Serve as the primary point of contact for business units regarding the provision of IT services.
Ensure the alignment of IT services with the business’s operational needs and objectives.
Develop and maintain strong relationships with key business stakeholders.
Hold regular service reviews with key stakeholders, focussing on performance of services and identifying areas for improvement.
Monitor and track service performance against SLAs, preparing regular reports on service quality and delivery performance.
Identify service delivery issues or potential risks and proactively work to resolve them before they impact business operations.
Ensure documentation is in place for all service delivery processes, incidents, and resolutions.
Manage the escalation and resolution of major incidents, ensuring swift restoration of services with minimal impact on business operations.
Conduct post-incident reviews and root cause analysis to drive improvements in incident management and service continuity.
Lead efforts to review and optimize IT service delivery processes, ensuring they are aligned with industry best practices (e.g., ITIL, Agile).
Propose and implement service improvement initiatives to enhance customer satisfaction, service efficiency, and overall business performance.
Key Skills
Proven experience in IT service delivery or IT operations, and in a managerial or leadership role.
Experience in managing IT services in a complex, multi-vendor environment.
Proven track record in managing and optimising IT service delivery in alignment with SLAs and business goals.
Strong understanding of ITIL frameworks and best practices in service management.
ITIL V3/V4 certification is desirable.
Knowledge of service management tools (ServiceNow).
Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
A self-motivated, hands-on, people focused, who can drive lasting change through effective communication, both written and verbal.
Strong leadership, problem-solving, and decision-making abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong analytical and reporting skills with the ability to present data clearly to both technical and non-technical stakeholders.
Knowledge of incident management, change management, and problem management processes.
We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
