Service Delivery Manager
We are the independent charity that loves and looks after six of the most wonderful palaces in the world. The palaces are the setting for the stories that shape us all, and we’re bringing them to people in ways that mean more to them. We want everyone to find themselves in the spaces and stories we share.
This is an exciting opportunity to play a key role in shaping how IT services are delivered across Historic Royal Palaces. Working closely with the IT Operations Manager, you will lead the day-to-day operation of our first and second-line Service Desk and help ensure colleagues across all our sites receive reliable, responsive and customer-focused technology support.
It is a varied and influential role, combining people management with service improvement, operational change and stakeholder engagement. You will use service data, customer feedback and IT service management good practice to identify opportunities, improve performance and make support easier and more effective for colleagues.
You will coordinate the response to significant service issues, strengthen incident and problem management, support the controlled introduction of new and changed services, and work with internal teams, projects, suppliers and service owners to deliver sustainable improvements. There will also be opportunities to develop self-service, knowledge management and appropriate automation.
If you enjoy combining hands-on service operations with the opportunity to improve how services work, this role offers real scope to make a visible difference in a distinctive, multi-site organization.
Benefits Include
- Hybrid working
- Enhanced holiday entitlement
- Generous Employers Pension Contributions (up to 11%)
- Annual Pay reviews & Bonuses
- Critical Illness Cover & Life Assurance
- Family friendly policies and benefits
- Staff discounts and membership to all palaces
We are looking for an experienced and customer-focused IT service professional who can bring structure, energy and a practical improvement mindset to a busy support environment.
You will have substantial experience in an IT service desk or service operations function, together with experience of managing and developing support teams. You will understand incident, request, problem, major incident and change management, and be confident using performance information and feedback to turn insight into action.
You will be a clear and credible communicator who can build trusted relationships with technical and non-technical colleagues and work constructively with suppliers and partners. Strong judgement, organization and problem-solving skills will be important, as will the ability to balance customer impact, operational priorities, resilience, security and risk.
Experience of ITSM platforms, workflow design, self-service or automation would be valuable. An ITIL Foundation or equivalent service management qualification is desirable, but no specific qualification is essential where you can demonstrate the required experience, knowledge and skills.
We have adopted a hybrid model of part working from home and part working from site, we are open to discussing what best works for individuals and their work life balance whilst also delivering the business requirements. a hybrid model of part working from home and part working from site, we are open to discussing what best works for individuals and their work life balance whilst also delivering the business requirements.
