IT Service Delivery Manager
Description
Ready for a new challenge?
Are you looking for work that makes a difference? Do you want to work with people who learn and grow together?
If so, Opencast could be the place for you. We're a growing tech consultancy that creates user-centred solutions with purpose for our clients in government and business.
The role
We're looking for an experienced IT Service Delivery Manager to lead our Service Desk and play a pivotal role in how IT supports the business. You'll own the day-to-day running of the service desk, maintaining and improving our ITIL-aligned processes and helping us keep our ISO 20000-1 certification in good shape. Your contributions will be crucial in shaping our internal IT capabilities and the service our people receive.
This is a hands-on role - You'll work as part of the team, handling incidents and requests up to 3rd line and acting as an escalation point when needed.
You will work with various teams across Opencast providing high standards of support, ensuring that our people can make the best use of technology. This role is based at our Newcastle HQ, and you'll need to be able to work on site there regularly.
We are looking for someone who is approachable and organised, with excellent problem-solving skills and a passion for providing high-quality support.
Essential experience
- Leading or supervising a service desk, including managing workload, priorities and performance against SLAs.
- Working knowledge of ITIL and hands-on experience running core service management processes: incident, problem, change, request and knowledge management.
- Diagnosing and troubleshooting IT issues, providing support up to 3rd line for hardware, software and cloud-based services.
- Acting as an escalation point within the IT team for incidents and service requests.
- Managing and reporting from an ITSM platform, including service performance metrics and continual service improvement.
- Performing root cause analysis to prevent recurring issues, documenting solutions and procedures.
- Developing and maintaining technical documentation, SOPs and knowledge base articles.
- Supporting proactive system monitoring activities.
- Mentoring and guiding more junior team members, fostering knowledge transfer and skills development.
- Delivering support and training to end users for core IT services.
Desirable experience
- ITIL 4 Foundation or higher.
- Experience of working within, or supporting, an ISO 20000-1 or ISO 27001 certified environment.
- Some experience administering or supporting Salesforce, or a willingness to learn.
- Experience with the Microsoft 365 and Entra ID ecosystem, Intune or similar device management tooling, and macOS administration.
Salary
What we offer
A competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You’ll also benefit from 25 days’ holiday and access to 3 annual “life happens” days to support unexpected situations.
We provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team.
Where you’ll work
Due to the nature of this role, you'll primarily be based at our HQ in Newcastle upon Tyne.
We include you
We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all.
Interview
Interviews will be conducted via Microsoft Teams. We’re happy to make adjustments to support your needs.
Want to know more?
Visit our website or email [email protected]
Skills
As published by lever · 10 questions · 3 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, What is your age range?Please select from the options below., Which ethnicity do you most closely identify with?This question is multi-selection, please select all that apply., Which of the following best describes your sexual orientation?This question is multi-selection, please select all that apply., Which of the following best describes your gender identity?This question is multi-selection, please select all that apply., Do you identify as Neurodivergent?You don’t need a formal diagnosis to answer. Consider how you relate to neurodivergence, the traits you identify with, the impact it has on how you work and what you’ve learned about yourself through research or guidance. This question is multi-selection, please select all that apply., Do you consider yourself to have a disability or long-term health condition?This question is multi-selection, please select all that apply., Have you previously served, or do you currently serve in the UK armed forces?Please select from the options below., Are you returning to work after a career break? (of a period of more than 12 months) Please select from the options below., Socio-Economic Background: What was the occupation of your main household earner when you were aged about 14? Please select from the options below.
Pick from a list (7)
- Are you eligible to work in the UK?
- Do you live within 40 miles of any of our hub locations (or within 80 miles if you are based in London)?
- Our Hybrid working policy means that your working time at Opencast will be split between multiple locations, including from our HQ and hub locations, client site or home. Travel across the UK is part of life at Opencast. This varies in frequency, and takes into account requirements of your work, our clients and your team. - Are you happy to travel as part of our hybrid model?
- If offered a position, when would you be available to start (or what is your current notice period)?
- If you are successful with us, we will be required to carry out background checks (checks include basic Disclosure, References and Financial). Are you comfortable with this?
- Would you like to be considered under the Disability Confident Interview Scheme? (Opting in means you are disclosing a disability only for the purpose of the interview guarantee. This will not be treated as a request to record your disability or to arrange any adjustments.)
- How did you hear about this job opportunity?
Written answers (3)
- If you selected "Yes - Other", Please Specify your Right to Work in the UK optional
- Please confirm your current location.
- If you selected "Referred" or "Other," please provide additional details in the space below (e.g., the name of the person who referred you, or a brief explanation of how you heard about this opportunity) optional