Location: London - Hybrid (2 Days) – Travel to Milton Keynes Required
Reports to: Head of IT Service and Operations

The role

Are you an experienced and motivated IT Service Delivery Manager? We’re looking for someone like you to lead and optimize our IT service operations! You’ll be overseeing the Service Analysts and IT Helpdesk teams, ensuring that our internal users receive seamless and high-quality IT services.

This role is crucial for driving efficiency, enhancing service levels, and nurturing a customer-centric approach within our IT department.

As the IT Service Delivery Manager, you will align our service delivery with business objectives, set and monitor KPIs, and champion best practices across the teams.

What you’ll be doing

• 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 Level Agreements).
• 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 our 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.

We’re looking for someone with:

• 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.

Technical Expertise:

• IT Service Management: Strong background in IT service delivery and management, with experience in ITIL or other service management frameworks.
• Incident and Problem Management: Hands-on experience managing incident and problem resolution processes, minimizing impact on business operations.
• KPI Management: Proven track record of developing and managing KPIs to measure and improve service delivery performance.
• Tooling and Technologies: Familiarity with service management tools (e.g., ServiceNow, Jira Service Management) and IT support technologies.

What you’ll bring to the role

• 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.

Our Approach to AI

At Rightmove, we believe software and product are ultimately people problems, and everything we build aims to improve the lives of others. We see AI as a helpful way to create more space for the human side of our work, from understanding real needs to making sure we are solving the right problems in the right way. There is an expectation that you are proactive in exploring how AI can support your own workflow and productivity, and that you approach it with curiosity and an open mind.