Are you a dynamic IT leader passionate about exceptional service delivery?
Join First BusLondon as our next IT Service Delivery Manager, where you'll lead a talented team, shape strategic IT service plans, and ensure our users receive outstanding support across our network.

About the Role:

As our IT Service Delivery Manager, you'll take charge of delivering high-quality technical support across the business, leading the Help Desk Team, and championing a customer-first IT culture. You'll work closely with stakeholders, develop robust service strategies, and ensure our IT operations remain responsive, reliable, and user-focused.

This is a high-impact role requiring strong leadership, excellent communication, and solid technical expertise.

Key Responsibilities:

• Lead, inspire, and manage the IT Help Desk Team to deliver world-class support.

• Develop and implement IT service delivery strategies aligned with business goals.

• Build and maintain strong relationships with internal stakeholders and external partners.

• Oversee help desk operations, ensuring efficient ticket resolution and resource coordination.

• Regularly visit operational sites to promote best practices and team development.

• Act as an advocate for IT services across the business, driving service excellence.

• Provide hands-on support and troubleshooting for key systems: Windows 11, Microsoft Teams, Microsoft 365, SharePoint, and more.

What We're Looking For:

• Proven experience managing a diverse IT Helpdesk team (in-house & outsourced).

• Strong customer service ethos with a solution-oriented mindset.

• Excellent interpersonal, leadership, and communication skills.

• Ability to operate independently and manage multiple priorities.

• Deep understanding of Microsoft technologies and IT infrastructure best practices.

• Willingness to work flexibly, including on-call and out-of-hours support.

Desirable Qualifications:

• Microsoft certifications in Modern Desktop and M365 environments.

• ITIL and PRINCE2 certifications.

• Previous experience in the public transport or infrastructure sectors.

• Full, clean UK driver's license.