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IT Service Delivery Manager
Castle Trust BankIT Service Delivery Manager at Castle Trust Bank overseeing IT service delivery and third-party suppliers. Ensuring high-quality services, managing teams, and continuous improvement in a hybrid work environment.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- 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
What you’ll need- Proven experience as an IT Service Delivery Manager
- Comprehensive understanding of ITiL (v3 minimum)
- Proven leadership experience
- 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 and ability to manage changing priorities
- Experience with project management methodologies is advantageous
Benefits
Comp & perks- 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) with the 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 to support health and wellbeing
- free eye test vouchers
- discounted gym membership
- season ticket travel loans (if applicable)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILIncident ManagementProblem ManagementChange ManagementITSMService Improvement PlansKPI TrackingService Level Agreements (SLAs)Performance MetricsProject Management Methodologies
Soft Skills
LeadershipCommunicationStakeholder ManagementOrganizational SkillsProactive ApproachMentoringTeam ManagementAdaptabilityService ImprovementIncident Management
Certifications
ITIL v3ITIL v4 Foundation