Head of IT Service Delivery

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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.