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About the Role

We are looking for an experienced and motivated IT Service Delivery Manager to lead and optimize our IT service operations. You will oversee the Service Analysts and IT Helpdesk teams, ensuring seamless and high-quality IT services for internal users. This role is crucial for driving efficiency, enhancing service levels, and fostering a customer-centric approach within the IT department.

Responsibilities

• Manage IT Service Operations: Lead the day-to-day operations of the IT Helpdesk and Service Analysts teams, ensuring services are delivered efficiently and meet established SLAs.
• Service Improvement Initiatives: Discover areas for improvement within the IT service delivery process and spearhead initiatives to enhance service quality, efficiency, and customer satisfaction.
• KPI Management and Reporting: Develop, monitor, and report on Key Performance Indicators (KPIs) to track the effectiveness of the service teams, and implement corrective actions when needed.
• Customer-Centric Service Delivery: Create a culture where internal employees feel valued as customers, ensuring their IT support needs are met with exceptional service and professionalism.
• Incident and Problem Management: Oversee incident and problem management processes, ensuring timely resolution of issues to minimize the impact on business operations.
• Vendor and Stakeholder Management: Build and manage relationships with external vendors and internal stakeholders, ensuring alignment with service delivery goals and effective communication of service performance.
• Continuous Improvement and Best Practices: Lead the adoption of ITIL or other service management frameworks, driving continuous improvement and ensuring the teams align with industry best practices.
• Team Leadership and Development: Provide leadership, mentoring, and development opportunities for the service desk and service analysts teams, fostering a high-performing and motivated team.
• Resource and Capacity Planning: Ensure the IT service teams have the appropriate resources and capacity to meet current and future demands.
• Change Management: Oversee the implementation of new technologies and processes within the service teams, ensuring smooth transitions and minimal disruption to services.

Requirements

• Strong Leadership Skills: Proven ability to lead and manage IT service teams, driving high performance and customer satisfaction.
• Service Management Expertise: In-depth knowledge of IT service management frameworks (e.g., ITIL) and experience in implementing best practices within an IT service environment.
• Analytical Mindset: Strong analytical skills with the ability to make data-driven decisions and continuously improve service delivery.
• Customer Focus: Passion for delivering exceptional service to internal users and fostering a customer-centric culture within the IT teams.
• Organizational Skills: Excellent organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Communication Skills: Strong verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels.
• Technical Understanding: A good understanding of IT infrastructure, cloud technologies, and the operational requirements of IT support teams.
• Proven Experience in IT Service Management: Demonstrated success in managing IT service delivery, including experience with ITIL or similar frameworks.
• Leadership and Team Development: Proven ability to lead, develop, and inspire IT service teams to achieve high levels of performance and customer satisfaction.
• Continuous Improvement: A strong commitment to continuous improvement, with a track record of implementing service enhancements that improve efficiency and effectiveness.
• Change Management Skills: Experience in managing change within IT service teams, particularly in the adoption of new technologies and processes.
• Strategic Alignment: Ability to align IT service delivery with business objectives and drive initiatives that support overall organizational goals.

Skills

• IT Service Management
• Incident and Problem Management
• KPI Management
• ServiceNow
• Jira Service Management

Location

• London
• Milton Keynes

Work Type

• Hybrid
• Onsite

Experience Level

• Experienced

Salary/Compensations

• Competitive compensation package

Benefits

• Cash plan for dental, optical and physio treatments
• Private Medical Insurance
• Pension
• Life Insurance
• Employee Assistance Plan
• 27 days holiday plus two (paid) volunteering days a year
• Holiday buy schemes
• Contributory stakeholder pension
• Life assurance at 4x your basic salary
• Paid leave for maternity, paternity, adoption & fertility
• Travel Loans
• Bike to Work scheme
• Rental Deposit Loan
• Charitable contributions through Payroll Giving and donation matching
• Access deals and discounts on travel, electronics, fashion, gym memberships, cinema discounts and more

About the Company

• Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen.
• We’re home to the UK’s largest choice of properties and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what’s on the market.
• Despite this growth, we’ve remained a friendly, supportive place to work, with employee #1 still working here!
• We’ve done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include: We create value, We think bigger, We care deeply, We move together, We make a difference.
• We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events.
• With 88% of Rightmovers saying we’re a great place to work, we’re clearly doing something right!
• People are the foundation of Rightmove - We’ll help you build a career on it.

Equal Opportunity

• As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.
• At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success.
• We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.