IT Service Delivery Manager

About the role

IT Service Delivery Manager Application Deadline: 15 September 2026 Department: IT Employment Type: Permanent - Full Time Location: Alternative Heat Head Office Reporting To: IT Systems Manager Description Team Overview: The IT department ensures the smooth operation and security of all technology systems across Alternative Heat. From managing hardware and software to supporting network infrastructure and cybersecurity, the team enables employees to work efficiently and securely. They also lead digital innovation initiatives, providing technical solutions that enhance collaboration, data management, and overall business performance. Role Overview: Lead the IT support function, ensuring employees receive reliable and effective IT services across the business. Manage and develop the IT support team, drive service improvements, oversee key suppliers, and ensure IT support keeps pace with the needs of a growing organisation. Job Title| IT Service Delivery Manager Location| Head Office  Hours| Monday-Thursday 8am-5pm and Friday 8am-3pm Salary| Competitive Depending on Experience  What You'll be Doing The role is responsible for leading and developing the IT Support team, setting objectives, managing performance, and fostering a professional, customer-focused culture. It oversees the day-to-day delivery of IT support services, ensuring the service desk operates effectively, incidents and requests are resolved within agreed service levels, and major incidents are managed efficiently. The position also drives continuous improvement by enhancing support processes, improving user experience, reducing recurring issues through root cause analysis, and maintaining accurate documentation and knowledge resources. Working closely with stakeholders across the business and external suppliers, the role ensures IT services align with organisational needs while monitoring supplier performance. In addition, it supports IT governance, cyber security, data protection, business continuity, and disaster recovery activities, ensuring operational procedures and compliance requirements are consistently maintained.