Service Delivery Manager

Service Delivery Manager (SC Cleared) ITIL V3 – ITIL V4

Leeds (Hybrid)

6 Month Contract

to £425-£450/day (Inside IR35)

Service Delivery Manager needed with SC Security Clearance preferred, Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.

6 Month Contract based in Central Leeds (Hybrid). Start ASAP in Feb/March 2026.

Hybrid Working - 3 days/week remote (WFH), and 2 days/week working on-site from the Leeds office.  Occasional travel Manchester.

Day Shift with participation in an on-call rota for Major Incident Management.

A chance to work with a leading global IT and Digital transformation business specialising in Government projects:

• Experienced Service Delivery Manager / Service Management role


• Service Management expert across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management.


• Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement.


• Strong customer-service orientation with a pragmatic problem-solving approach.


• Proven advocate and practitioner of ITIL best-practice processes.  Familiarity with Experience in ITIL or other service management frameworks. ITIL V3 required and ITIL V4 preferred.


• Hands-on experience with ITSM / helpdesk tooling (e.g. ServiceNow)


• Also provide on-call Major Incident Management cover, ensuring rapid coordination, clear communications and effective resolution.


• Deliver service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.


• Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing.


• Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement.


• Ensure technical solutions continue to meet business requirements throughout the service lifecycle.


• Oversee the end-to-end service lifecycle, including service support, delivery, and transition activities.

• Desirable:  Experience in Major Incident Management, Incident Management, and Service Transition

• Strongly desirable SC Security Clearance used on a project within the past 12 Months.