IT Service Delivery Manager

Location: London based - Offering the benefit of Hybrid (2 Days in office) – Travel to Milton Keynes Required
Reports to: Head of IT Service and Operations

We’re looking for an experienced IT Service Delivery Manager to lead our internal IT service function.

This is a senior leadership role for someone who can comfortably move between setting the strategy and making it happen.

You’ll lead a team of around 10 to 20 people, including managers, across our Service Desk and Service Analyst teams. You’ll set the direction for how we deliver brilliant IT services to our people, then stay close enough to the operation to make sure that direction translates into real improvements.

We’re not looking for someone who only operates at strategy level. Equally, we’re not looking for someone whose experience has mainly been running the day-to-day service desk.

We need someone who can do both.

You’ll understand what great internal IT service looks like in a fast-paced organisation of 1,000+ employees, and you’ll know how to build the people, processes, technology and measures needed to deliver it.

Your customers will be our colleagues, so significant experience leading IT service delivery within an in-house IT function is essential for this role.

What you’ll be doing

• Set the direction for IT service delivery: Develop and implement an IT service delivery strategy that supports our wider technology and business priorities. You’ll turn that strategy into a practical roadmap, with clear priorities, measures and accountability.

• Lead and develop the team: Lead a service function of around 10 to 20 people, including managers and their teams. You’ll create clarity around expectations, build capability and develop your managers to lead high-performing, customer-focused teams.

• Lead from the front: Stay close to the reality of the service. You won’t be expected to personally resolve every ticket, but you will understand what is happening, get involved when it matters and be comfortable rolling up your sleeves during major incidents, service challenges or periods of significant change.

• Own the internal Service Desk: Take leadership accountability for our internal IT Service Desk, ensuring our people receive responsive, pragmatic and consistently high-quality support.

• Raise the bar on service: Look beyond whether SLAs have been met. Use data, employee feedback and operational insight to identify friction, improve the experience and continually evolve the way we deliver IT services.

• Strengthen incident and problem management: Ensure incidents are handled effectively and problems are addressed at the root cause. When something significant happens, you’ll bring the right people together, create clarity and drive it through to resolution.

• Use data to drive better decisions: Define and own meaningful KPIs across service performance, employee experience, demand, capacity, incidents and continuous improvement. You’ll use the data to spot patterns and make decisions, rather than simply reporting the numbers.

• Build strong stakeholder relationships: Work closely with senior leaders, technology teams and colleagues across the business. You’ll be comfortable challenging constructively, setting expectations and explaining technical issues in straightforward language.

• Improve how we work: Champion practical service management practices, including ITIL where they add value. You’ll simplify processes, remove unnecessary friction and make sure our ways of working keep pace with a fast-moving organisation.

• Plan for what comes next: Make sure the team has the right structure, capability and capacity for today, while anticipating what the business will need from IT service delivery in the future.

We’re looking for someone with:

• Significant in-house IT service delivery experience, supporting employees within your own organisation rather than delivering outsourced or consultancy services to external clients.
• Experience leading an internal Service Desk or IT support function in a fast-paced organisation of more than 1,000 employees.
• Strong people leadership experience, including responsibility for a team of approximately 10 to 20 people.
• Experience managing and developing managers, not only individual contributors.
• Evidence that you have created an IT service strategy and personally led its implementation.
• The ability to move confidently between the strategic and operational. You can define where the function needs to go while staying close enough to the detail to help get it there.
• Strong stakeholder management skills, including experience working with senior leaders and navigating competing business priorities.
• A strong understanding of IT service management and practical experience applying ITIL principles.
• Experience owning service performance, including SLAs, KPIs, incident management, problem management and continual service improvement.
• A good understanding of modern IT environments, including cloud technologies and the tools used to run effective IT support operations.
• Experience leading teams through technology, process or organisational change.

What will make you successful here:

• You’re someone who is equally comfortable building the plan, bringing people with you and getting stuck into the delivery.

• You ask good questions. You use data, but you don’t hide behind it. You care about the experience people have when they need help from IT.

• When something isn’t working, you don’t simply manage around it. You work out why, bring the right people together and make it better.

• You can zoom out to think about where IT service delivery needs to be in 12 to 24 months, then zoom straight back in when a major incident needs leadership today.

• And above all, you know that great IT service is not just about systems, tickets and SLAs. It’s about giving people the technology support they need to do their best work.

Our Approach to AI

At Rightmove, we believe software and product are ultimately people problems, and everything we build aims to improve the lives of others. We see AI as a helpful way to create more space for the human side of our work, from understanding real needs to making sure we are solving the right problems in the right way. There is an expectation that you are proactive in exploring how AI can support your own workflow and productivity, and that you approach it with curiosity and an open mind.