IT Service Delivery Manager

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IT Service Delivery Manager

Reporting to: Ops Manager
Location: Knutsford - Office based

Salary: £40k per annum

Role Summary

The Service Delivery Manager is responsible for overseeing the delivery, performance, and continuous improvement of Custodia's internal IT systems, tools, and outsourced technology services. This role ensures that internal technology infrastructure supports operational efficiency, scalability, and compliance across the business. Acting as the primary point of accountability for internal IT service management and vendor oversight, the individual will work closely with department heads, outsourced partners, and executive leadership to ensure technology services meet business needs and compliance requirements.

Key Responsibilities

• Internal IT Systems Oversight
• Own the performance and lifecycle management of Custodia's internal IT systems, platforms, and productivity tools.
• Ensure systems are reliable, secure, and aligned with business priorities and compliance mandates (e.g., ISO 27001, SOC 2 Type 2).
• Outsourced Technology Vendor Management
• Manage relationships with third-party vendors and MSPs responsible for supporting Custodia's internal IT services and infrastructure.
• Oversee and actively manage all aspects of contracts with internal IT outsourcing partners, including negotiation of terms, diligent monitoring of compliance, and proactive resolution of any contractual issues or disputes.
• Ensure service levels are met and support contracts are actively monitored, evaluated, and renewed or adjusted as needed.
• Lead vendor performance reviews and enforce service delivery and escalation protocols.
• Service Delivery & Operational Excellence
• Define, implement, and monitor SLAs and KPIs for internal IT services.
• Ensure efficient incident, change, and problem management processes are followed by internal and outsourced teams.
• Act as the escalation point for internal IT issues impacting productivity or business operations.
• Manage an internal ServiceDesk ensuring all tickets are monitored and completed with a Custodia SLA.
• Manage the Onboarding & Offboarding process, make improvements to ensure all new starters have the best possible chance to succeed.
• Governance & Compliance
• Maintain alignment with Custodia's compliance frameworks (ISO 27001, SOC 2 Type 2) for internal IT systems and tools.
• Ensure proper controls are in place around access management, data handling, and system availability.
• PIM management, ensuring correct permissions are being reviewed and assigned correctly.
• Project Management
• Support internal teams implementing new tools, managing the project and ensuring all project go through the correct security measures.
• Work closely with the security and operations team to implement CyberArk, replacing our VDI Infrastructure.
• Budgeting and Procurement
• Manage the internal IT operational budget and oversee procurement of IT tools, licenses, and services.
• Evaluate new tools and solutions to support operational goals, ensuring cost-effectiveness and strategic fit.
• Continuous Improvement
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of partner services and user experience.
• Proactively identify and implement opportunities for automation, standardization, and modernization.
• Promote innovation and value addition through process optimization and excellence.
• Stakeholder Engagement
• Collaborate closely with department leaders to understand internal technology needs and improve service responsiveness.
• Provide regular reporting to the COO and executive team on internal IT service performance, risks, and improvement plans.

Qualifications & Experience

• 5+ years of experience in IT service delivery or internal IT operations.
• Proven track record in managing IT vendors, systems, and infrastructure in a modern, cloud-centric environment.
• Familiarity with ITIL practices, service desk operations, and modern enterprise IT tools.
• Strong knowledge of compliance standards such as ISO 27001 and SOC 2 Type 2.
• Exceptional communication and stakeholder management skills.
• Experience in regulated industries is a plus.

Benefits:

25 days holiday plus Bank Holidays

Free onsite Gym

BUPA healthcare & Dental care

Sick Pay

Pension 4%

Free onsite parking