The Role
Responsible for leading the IT Service Delivery function and ensuring the effective, efficient delivery of IT support services that underpin operational performance and align with the organisation’s technology roadmap. The ideal candidate will bring strong leadership capability, a strategic mindset, and a commitment to continuously improving service quality and user experience.
This position is offered as an initial Fixed-Term Contract (FTC), and we are specifically looking for someone who is available to start immediately.

This role will require you to be onsite in Newcastle 3-4 days per week


Key Responsibilities
*Oversee day-to-day IT Service Delivery operations, ensuring timely and effective resolution of incidents and service requests.
*Collaborate with senior leadership to shape and deliver technology strategies that align with the organisation’s goals and long-term roadmap.
*Foster a positive, high-performance culture by providing coaching, direction and ongoing development opportunities for the IT Service Delivery team.
*Act as the primary contact for stakeholders regarding IT service issues, ensuring clear communication and solutions that meet business needs.
*Implement and embed ITIL best practices to drive consistency, service excellence and improved customer satisfaction.
*Identify opportunities for process improvements and lead initiatives that enhance service efficiency and overall operational effectiveness.
*Manage external vendor relationships, including contract negotiation, performance monitoring and cost optimisation.
*Monitor, analyse and report on KPIs to measure the performance and effectiveness of IT support services.
*Maintain accurate and up-to-date service delivery documentation, including policies, procedures and knowledge-base articles.
*Contribute to the planning and management of the IT Service Delivery budget, ensuring efficient use of resources.
*Support live operational events by providing on-site technical assistance to ensure systems run smoothly during high-demand periods.
*Work closely with the broader IT leadership team to identify future technology requirements and opportunities for innovation.

Essential for the role
*Strong communication skills, with the ability to engage clearly and confidently with both technical and non-technical audiences.
*Extensive experience in IT Service Delivery or a comparable role, ideally with a background in IT support, systems administration, or operational technology functions.
*Solid understanding of ITSM frameworks and best practices, with the ability to apply them effectively to drive operational excellence.
*Demonstrated leadership capability, with experience coaching, mentoring and developing high-performing IT teams.
*Proven track record in managing service desks, coordinating with external suppliers, overseeing contracts, and delivering continuous improvements across service operations.
*Strong analytical and problem-solving skills, with the ability to adapt to shifting business priorities and deliver results in fast-paced environments.
*Expertise in developing and maintaining monitoring tools, dashboards and performance reporting to ensure visibility and accountability across IT services.
*Familiarity with disaster recovery planning and resilience strategies to support business continuity during incidents or outages.
*In-depth knowledge of technologies and solutions used within modern IT service delivery environments.