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IT Service Delivery Manager

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Inspired Villages

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Location:
United Kingdom

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

50000.00 - 60000.00 GBP / Year
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Job Description:

We’re looking for an experienced and proactive IT Service Delivery Manager to join us, ensuring reliable, high-quality IT services across our Northern villages. We’re driven by a clear purpose: to build real communities that enhance the lives of our residents every single day. If you’re seeking a role that combines technical expertise, leadership, and meaningful impact, there’s a place for you at Inspired Villages.

Job Responsibility:

  • Owning IT service performance across our villages, ensuring availability, reliability, and responsiveness
  • Acting as the primary IT point of contact for Village Managers and village teams
  • Building strong relationships with regional and village leadership to understand operational needs and priorities
  • Managing incidents, problems, and service requests, focusing on preventing repeat issues
  • Visiting villages and corporate offices regularly to provide on-site support, build relationships, and identify risks or improvement opportunities
  • Supporting village teams with day-to-day IT issues requiring hands-on intervention
  • Documenting and maintaining village-specific knowledge of networks, systems, and operational constraints
  • Managing the day-to-day relationship with the MSP
  • Acting as the escalation point for service issues and ensuring the MSP meets SLAs, KPIs, and service standards
  • Challenging MSP delivery quality, root cause analysis, and remediation plans
  • Contributing to MSP performance reviews and continuous improvement initiatives
  • Providing hands-on technical support for complex or high-impact issues
  • Supporting troubleshooting of networks, connectivity, end-user devices, and core applications in collaboration with the Infrastructure & Network Manager
  • Assisting with incident response and recovery during major service disruptions
  • Supporting IT delivery for new village builds within the northern Region
  • Working with the Infrastructure & Network Manager to implement standardised, cost-effective network and infrastructure designs
  • Coordinating IT readiness for new village openings, including connectivity, devices, systems access, and handover to BAU support
  • Acting as the regional IT representative on new village build and mobilisation projects
  • Supporting the IT Director in delivering IT strategy and the operating model
  • Collaborating with the Regional Operations Director to ensure IT supports operational priorities and service excellence
  • Working alongside the Infrastructure & Network Manager to maintain standards and feed issues into design improvements
  • Contributing to IT governance, reporting, and service performance reviews

Requirements:

  • Proven experience in IT Service Delivery, IT Operations, or regional IT leadership
  • Strong stakeholder management skills, working directly with operational leaders
  • Hands-on technical expertise across networks, end-user devices, and core IT systems
  • Experience managing and holding MSPs accountable for service delivery
  • Ability to work independently across multiple sites and competing priorities
  • Experience supporting multi-site environments in hospitality, healthcare, retail, or residential sectors
  • Exposure to new site openings, construction, or IT mobilisation projects
  • Knowledge of ITIL-based service management practices
  • Solid understanding of cybersecurity principles, incident response, and risk mitigation
What we offer:
  • 33 days annual leave (inclusive of bank holidays, pro-rated to your contracted working hours)
  • Holiday buying scheme, allowing you to purchase up to one additional week of leave
  • Big birthdays off (those ending in a 0)
  • Bupa Health Cash Plan, including access to an employee assistance programme
  • Life Assurance at four times your annual salary
  • 5% matched pension scheme
  • Access to SMART tech for everyday convenience
  • Retail discounts across a wide range of outlets
  • Wellbeing hub and resources, including discounts on wellbeing initiatives
  • Cycle to work scheme
  • Electric car scheme

Additional Information:

Job Posted:
May 20, 2026

Expiration:
June 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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