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About the role
- IT Service Delivery Manager responsible for delivering IT services and managing support teams at Castle Trust Bank. Overseeing IT suppliers, ensuring SLAs, and driving service improvements.
Responsibilities
- Delivering high-quality IT services across the organisation
- Managing internal Desktop and Application Support teams
- Overseeing third-party IT suppliers
- Ensuring services meet agreed SLAs
- Developing and maintaining ITIL-aligned processes
- Tracking performance through KPIs
- Driving continuous service improvement
- Managing major incidents and root cause analysis
- Developing ITSM processes
- Effective management of the IT service desk and core systems teams
- Maintaining Service Improvement Plans
- Producing clear service performance metrics for the business
Requirements
- Proven experience as an IT Service Delivery Manager
- Comprehensive understanding of ITIL (v3 minimum)
- Proven leadership experience
- Proven experience in an IT Service Delivery Manager role, ideally from a technical background
- Strong understanding of Incident, Problem and Change Management (ITIL v4 Foundation desirable)
- Experience leading and mentoring technical support teams
- Experience managing third-party suppliers, including service budgets
- Strong communication and stakeholder management skills
- Proactive, organised approach with the ability to manage changing priorities
- Experience with project management methodologies is advantageous
Benefits
- annual performance related bonus (up to 10% of base salary)
- generous contributory pension scheme through Hargreaves Lansdown
- life assurance
- 25 days annual leave (plus bank holidays on top)
- option to buy/sell up to 5 additional days (terms apply)
- extra day paid annual leave for Volunteering
- healthcare benefits through Equipsme
- free access to BHSF RISE EAP
- free eye test vouchers
- discounted gym membership
- season ticket travel loans (if applicable)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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