Service Delivery Manager

<p><strong>Service Delivery Manager (SC Cleared) ITIL V3 &ndash; ITIL V4</strong></p> <p><strong>Leeds (Hybrid)</strong></p> <p><strong>6 Month Contract</strong></p> <p><strong>to &pound;425-&pound;450/day (Inside IR35)</strong></p> <p><strong><em>Service Delivery Manager</em></strong> needed with <strong><em>SC Security Clearance preferred</em></strong>, Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.</p> <p>6 Month Contract based in Central <strong><em>Leeds</em></strong> (Hybrid). Start ASAP in Feb/March 2026.</p> <p>Hybrid Working &#8211; 3 days/week remote (WFH), and 2 days/week working on-site from the Leeds office.&nbsp; Occasional travel Manchester.</p> <p>Day Shift with participation in an on-call rota for Major Incident Management.</p> <p>A chance to work with a leading global IT and Digital transformation business specialising in Government projects:</p> <ul> <li>Experienced <strong>Service Delivery Manager / Service Management role</strong></li> <li>Service Management expert across <strong>Incident, Problem, Change, Risk, Service Performance &amp; Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management. </strong></li> <li>Proven experience <strong>leading an IT helpdesk or support service, driving KPI and SLA achievement.</strong></li> <li>Strong customer-service orientation with a pragmatic problem-solving approach.</li> <li>Proven advocate and practitioner of ITIL best-practice processes.&nbsp; Familiarity with Experience in <strong>ITIL or other service management frameworks. ITIL V3 required and ITIL V4 preferred.</strong></li> <li>Hands-on experience with <strong>ITSM / helpdesk tooling (e.g. ServiceNow)</strong></li> <li>Also provide on-call Major Incident Management cover, ensuring rapid coordination, clear communications and effective resolution.</li> <li>Deliver service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.</li> <li>Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing.</li> <li>Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement.</li> <li>Ensure technical solutions continue to meet business requirements throughout the service lifecycle.</li> <li>Oversee the end-to-end service lifecycle, including service support, delivery, and transition activities.</li> </ul> <ul> <li><strong>Desirable:</strong>&nbsp; Experience in Major Incident Management, Incident Management, and Service Transition</li> </ul> <ul> <li><strong>Strongly desirable</strong> SC Security Clearance used on a project within the past 12 Months.</li> </ul>