Service Delivery Manager

Overview

Lead IT service delivery for 6,000 users, manage partners, improve operations.

Key Responsibilities

• service ops
• user support
• partner management
• incident mgmt
• change mgmt
• service improvement

Tasks

This a pivotal service leadership role at a transformative moment in the company's growth. As the UK Service Delivery Manager, you will lead the operational performance of OCU Groups Technology Services supporting over 6,000 users worldwide. Reporting to the Group IT Director, you’ll ensure that service excellence, reliability, and user satisfaction remain at the heart of our global delivery model. You’ll oversee multiple managed service partners and internal teams, maintaining seamless delivery across incident, request, and change management. With a focus on continuous improvement, you’ll drive strategic service enhancements that enable scalability and support OCU’s ongoing international expansion.

Requirements

• itil
• servicenow
• jira
• freshservice
• stakeholder mgmt
• leadership

What You Bring

This is a hands-on leadership role for a proven service professional who thrives in fast-moving, high-growth environments. You’ll combine governance and agility to ensure our technology services are consistent, efficient, and evolving; empowering OCU’s people and projects to succeed every day. -Excellent stakeholder and supplier management skills, with experience managing multiple MSPs or service partners. -Confident communicator capable of influencing at all levels, from engineers to senior leadership. -Proven experience in IT service delivery or operations management within a complex, multi-site or international organisation. -Demonstrated leadership of internal and outsourced teams, driving measurable service improvements and SLA performance. -Strong understanding of ITIL practices, with the ability to implement and govern Incident, Request, Problem, and Change Management processes. -Hands-on experience with service management tools such as ServiceNow, Jira, or Freshservice. -Analytical and data-driven, with the ability to interpret performance metrics and translate insight into actionable improvements.

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About Ocu

-providing a transformative education that blends academic rigor with practical experience. -supports students from various backgrounds in achieving their personal and professional goals. -fosters an environment where students grow as active contributors to their communities. -offers specialized programs in healthcare, business, and law to tailor education to career aspirations. -partners with local industries for hands-on learning through internships, research projects, and field work. -commits to holistic education, helping students develop intellectual and interpersonal skills. -features cutting-edge facilities including state-of-the-art research labs and collaborative spaces.

Sector Specialisms