About the Role

As our IT Service Delivery Manager, you'll lead the delivery of high-quality IT services that enable colleagues across Waythrough to make a real difference every day. You'll be responsible for ensuring our IT infrastructure, end-user services and technical support are reliable, secure and fit for purpose, while driving continuous improvement and innovation.

Working closely with the Head of IT Service Delivery, you'll lead a team of IT professionals, manage key supplier relationships, oversee service performance and play a central role in delivering technology projects that support the organisation's strategic ambitions. This is an exciting opportunity for an experienced IT leader who enjoys balancing operational excellence with service improvement and people leadership.

Key Duties

• Lead and develop the IT Service Delivery team, creating a high-performing, customer-focused culture.
• Oversee the delivery of IT support services, ensuring excellent service quality and timely resolution of technical issues.
• Manage the implementation of new technologies and IT projects, ensuring smooth transition into live service.
• Monitor and improve the performance, availability and security of Waythrough's IT infrastructure and end-user environment.
• Manage IT assets, supplier contracts and software licensing to maximise value and maintain compliance.
• Develop strong relationships with stakeholders across the organisation to support business change and service improvements.
• Set and monitor service performance through KPIs, identifying opportunities for continuous improvement.
• Lead on service governance, change management and operational readiness for new technologies.
• Manage budgets, monitor expenditure and identify opportunities for efficiencies and cost savings.
• Ensure IT services align with organisational priorities, supporting colleagues to deliver the best possible outcomes for the people we support.

About You

You'll be an experienced IT Service Delivery professional with a proven track record of leading technical teams and delivering high-quality IT services within a complex organisation. You'll have excellent leadership, communication and stakeholder management skills, with the ability to balance operational priorities while driving continuous improvement.

You'll also bring:

• Experience managing IT service delivery, infrastructure and end-user support within an enterprise environment.
• Strong knowledge of IT Service Management frameworks such as ITIL and project delivery methodologies.
• Experience leading technical projects from planning through to successful implementation.
• Knowledge of Microsoft technologies including Active Directory, Entra ID and Microsoft 365.
• Experience managing third-party suppliers, contracts and service performance.
• Excellent analytical and problem-solving skills with the ability to make informed decisions using service performance data.
• Strong organisational skills with the ability to manage multiple priorities and competing deadlines.
• A collaborative leadership style with experience coaching and developing high-performing teams.
• A passion for delivering excellent customer service and using technology to improve organisational outcomes.
• A commitment to Waythrough's values of Kindness, Courage and Respect