Information Technology Service Delivery Manager

• Oversee the end-to-end delivery of IT services day to day, focusing on Microsoft technologies and applications such as D365.
• Implement root cause analysis (RCA) processes for major incidents and escalate when necessary.
• Ensure third-party providers meet performance expectations and contractual obligations.
• Lead and mentor a team of 5 IT service engineers, ensuring alignment with organizational goals and best practices.
• Continuously review and refine IT service management processes to improve operational efficiency.
• Lead initiatives for process optimization, automation, and service enhancement.
• Analyze service disruptions and implement corrective actions to prevent recurrence.
• Foster a collaborative and high-performance culture within the IT service team.
• Collaborate with business and technical teams to understand service requirements, expectations, and areas for improvement.
• Manage relationships with external vendors and third-party service providers and related services.
• Ensure that incidents, requests, and service disruptions are handled in a timely and efficient manner.
• Provide regular updates on service performance, incidents, and project statuses to senior management and business stakeholders.
• Provide guidance, training, and support to team members to enhance their technical skills and service delivery capabilities.
• Stay up-to-date with the latest trends and best practices in Microsoft technologies and IT service management.
• Develop and implement service level agreements (SLAs) to ensure high-quality service delivery.
• Lead the team in troubleshooting and resolving technical issues.

We are seeking a highly skilled and dynamic IT Service Delivery Manager to lead and manage our service operations within a Microsoft technology environment. The ideal candidate will have proven experience in IT service management, leadership, and a deep understanding of Microsoft technologies, and other related tools. As the IT Service Delivery Manager, you will ensure that our IT services are delivered effectively, efficiently, and meet the needs of the business while managing a team of technical professionals.

• Demonstrated ability to manage and deliver complex IT services in a fast-paced environment.
• Strong expertise in managing Microsoft technologies and business applications.
• Relevant certifications such as ITIL, Microsoft Certified.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong communication skills with the ability to engage both technical and non-technical stakeholders.
• Excellent leadership and team management skills, with the ability to inspire and motivate teams.
• Strong problem-solving and analytical skills with a proactive approach to incident resolution.
• Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.
• Experience with change management, release management, and IT service continuity planning.

• Team growth over the next two years
• Strong, supportive team culture
• Clear leadership growth trajectory
• Flexible hybrid working (3 days in office, 2 WFH)
• $120K–$140K salary range, depending on experience