Head of IT Service Delivery

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Northampton Ref: VA3557 #OFE Benefits Competitive salary plus performance related bonus 29 days holiday including public holidays plus additional days with service Pension contributions Referral bonus scheme Enhanced parental leave Enhanced sick pay Wagestream-a Financial Wellbeing app giving you ultimate pay control! Get paid when you want, save monthly, enjoy shopping discounts, explore your benefits, and even connect with a financial coach. Talk to us about flexible working VIP Awards - colleague recognition scheme Cycle to work scheme Benefits App - virtual GP appointments, employee assistance programme (EAP), cycle to work, high street discounts, discounted vehicle maintenance & repairs and so much more! Steer Academy provides accredited ongoing training - paid for by the business Opportunities for career progression Role Overview Steer Automotive Group is looking for an experienced Service Delivery Manager to lead our IT Service Desk function and drive service excellence across a growing multi-site organisation. This is a key operational leadership role, responsible for ensuring our IT services are stable, secure, and aligned with business priorities. You'll manage a small service desk team, act as the escalation point for major incidents, and play a central role in shaping service performance, governance, and continual improvement. If you thrive in fast-paced environments, enjoy working closely with senior stakeholders, and have a passion for delivering high-quality IT support at scale - we'd love to hear from you. Key Responsibilities Service Delivery & Operations Own day-to-day IT service delivery across all Steer business units Ensure services remain stable, responsive, and aligned to operational needs Lead joiner, mover and leaver processes with a strong focus on day-one readiness Incident & Major Incident Management Take ownership of Incident and Major Incident Management within the Service Desk Ensure incidents are logged, prioritised and resolved within agreed SLAs Coordinate major incident response with clear communication and rapid restoration Lead post-incident reviews, root cause analysis, and corrective action tracking Use incident trends to improve resilience and reduce repeat issues Service Requests & IT Asset Procurement Coordinate service requests across the organisation in line with business impact Oversee ordering, provisioning, recovery and reallocation of IT equipment Enforce asset standards and challenge non-standard requests to reduce risk and cost Cyber Security & Compliance Ensure daily security checks are completed and risks escalated appropriately Support cyber assurance activities, audits and customer security requirements Help enforce Steer security policies across users, suppliers and services Reporting, KPIs & Governance Own Service Desk performance reporting and KPI visibility Build and maintain the IT KPI pack with inputs from Technical Services and Applications Produce daily, weekly and monthly reporting on SLAs, backlog and trends Maintain a monthly Risk Register including cyber risks for senior leadership Blueprint & Supplier Management Support adoption of the Steer IT Blueprint and prevent unmanaged technology sprawl Act as the operational interface with key IT suppliers Lead service reviews, challenge underperformance and drive improvement Manage stakeholder expectations across Managing Directors and operational teams Qualifications and Skill Strong IT Service Management (ITSM) expertise and Service Desk leadership Extensive experience in IT security architecture and advanced IT support Strong technical knowledge of: Microsoft 365 Networking protocols, VPNs, firewalls Cloud platforms, telephony systems HP hardware and enterprise infrastructure Experience supporting a multi-regional environment (2,000+ users) Proven ability to manage senior stakeholders and business-critical escalations Deep understanding of IT security best practices Why Join Us? At Steer Automotive Group, IT plays a critical role in enabling our continued growth and operational success. You'll be joining a forward-thinking team where service delivery, security and continuous improvement are at the heart of everything we do. This is an exciting opportunity to make a real impact at scale. #J-18808-Ljbffr