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Dimensions Volunteering Logo Dimensions Volunteering · IT - Administration

Service Delivery Manager

United Kingdom Employment contract 51900.00 GBP / Year · Job Posted May 29, 2026
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Job Description

The Service Delivery Manager is accountable for the operational performance, governance, and continual improvement of Service Delivery as a formal discipline across the organisation. Operating within the Digital Directorate, the role owns the IT Service Management (ITSM) platform (Halo), leads the transition to mature ITIL-aligned processes, and ensures services are measurable, reliable, and continuously improving. The postholder will own Service Delivery Management not only within Digital, but as an organisational framework extending across other existing service management providers, including Payroll and Learning & Development. The role is responsible for onboarding additional service management functions across the business onto Halo and aligned ITIL processes, ensuring consistency, governance, and transparency in how services are delivered and measured.

Job Responsibility

  • Accountable for the operational performance, governance, and continual improvement of Service Delivery as a formal discipline across the organisation
  • Owns the IT Service Management (ITSM) platform (Halo)
  • Leads the transition to mature ITIL-aligned processes
  • Ensures services are measurable, reliable, and continuously improving
  • Owns Service Delivery Management as an organisational framework extending across other existing service management providers, including Payroll and Learning & Development
  • Responsible for onboarding additional service management functions across the business onto Halo and aligned ITIL processes
  • Ensures consistency, governance, and transparency in how services are delivered and measured
  • Will increase adoption of self-service, embed service management best practice across operational teams, and ensure service performance is transparent and aligned to organisational outcomes

Requirements

  • Significant experience in IT Service Management within a complex, distributed organisation
  • Experience designing and managing SLAs, OLAs, and service performance frameworks
  • Possess strong analytical and reporting capability
  • Strong working knowledge of ITIL (v3 or v4)
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