IT Service Delivery Manager -
Salary: £45,000 - £50,000 + £6,600 annual shift allowance
Location: St Ives, Cambridgeshire (On-site working)
Full-time | 24x7 Shift Environment (4 days on – 4 days off)
About the Role
We are looking for an experienced Performance Manager to play a critical role within a high-performing National Operations Centre environment. This position is central to ensuring the consistent, high-quality delivery of service operations across a 24x7 service landscape.
You will lead operational performance during your shift, ensuring incidents and service requests are managed efficiently, service levels are met and customers receive a reliable and responsive service. Acting as a key point of coordination across multiple teams, you will drive service excellence, continuous improvement and operational resilience.
Key Responsibilities:
*Lead service operations during shift, ensuring seamless 24x7 service coverage
*Take ownership of major incidents, acting as escalation point and ensuring effective resolution
*Monitor and drive performance against SLAs, OLAs and KPIs, identifying trends and improvements
*Oversee all tickets within the service management platform, ensuring full lifecycle management
*Coordinate across internal teams, field engineers, and external partners to ensure aligned service delivery
*Ensure adherence to core Service Management processes (Incident, Change, Problem, Request, Knowledge)
*Provide regular reporting on incident trends, performance metrics and service improvements
*Maintain business continuity and ensure contingency plans are followed during shift
*Support and lead team members, fostering a culture of accountability, collaboration and continuous improvement
*Communicate clearly with customers regarding service updates, planned works, and outages
*Identify and implement service improvement initiatives
Skills & Experience:
*Strong understanding of service management principles (ITIL or similar)
*Experience managing performance against SLAs, KPIs and operational targets
*Proven ability in incident management and escalation handling
*Experience leading or supporting teams in a service desk or NOC environment
*Familiarity with service management tools (e.g., ServiceNow, Jira or similar)
*Strong analytical skills with the ability to interpret data and drive improvements
*Excellent communication and stakeholder management skills
*Experience in a 24x7 or shift-based operational environment is highly desirable
Qualifications
*ITIL Foundation (or equivalent) preferred
*Relevant experience in Service Desk, NOC or Managed Services environments
*Degree or equivalent professional experience desirable
What You’ll Bring
*A strong sense of ownership and accountability
*The ability to remain calm and effective under pressure
*A collaborative mindset with the confidence to influence outcomes
*A passion for delivering high-quality service and continuous improvement
Why Apply?
This is an opportunity to play a key role in a critical operations environment where your decisions directly impact service performance and customer experience. You’ll be part of a collaborative team focused on delivering excellence and driving meaningful improvements.