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Head of IT User Experience / IT Service Delivery Manager

  • Location


  • Sector:

    IT Service Desk

  • Job type:


  • Salary:

    to £60,000 + hybrid working + bens

  • Contact:

    Keith Wilkins

  • Contact email:

  • Contact phone:

    01795 555971

  • Job ref:


  • Published:

    5 months ago

  • Expiry date:


  • Consultant:


My client is looking a focused, empathic and experienced individual to take direct responsibility for the development and successful delivery of our strategic objectives related to the customer/user success including Shared Service Desk management and Customer Contact Centre, Application Management, Business Relationship Management and strategic partnership management.  The responsibilities will also include delivery of technology enabled solutions that further improve the  end user experience.

To fulfil this role, candidates will need to have high level knowledge of service management excellence, including resource allocation, escalation management, ITIL policies and processes and  stakeholder liaison.  This post is accountable for ensuring all their department’s policies and procedures are in line with the industry best practice frameworks including ITIL and ISO ISO27001.


  • To provide advanced service management best practice advice on new and existing strategic and operational agendas for an efficient and cost-effective IT Service Delivery

  • To establish and agree operational levels with internal and external customers and suppliers

  • Identify and provide action plans for any change or transformation

  • Accountable for the user engagement in the transition of new technology and services

  • To build and maintain KPI performance management systems to ensure that service levels meet and exceed required standards

  • Accountable for the ongoing management of all relevant contracts with the customers and suppliers

  • Accountable for the development and management of the CSI activities

  • To act as IT service delivery advisor

  • Responsible for identifying areas of service weakness and producing options appraisals for consideration by the appropriate senior governance boards/groups.

  • Budgetary responsibilities

  • To ensure that departmental Change Control, Standard Operating Procedures and escalation mechanisms are consistently adhered to by all Service Delivery personnel.

  • To manage external IT contractors and contract negotiations

  • To communicate complex technical and non-technical information to large external

  • To undertake any other duties appropriate to the grade, as requested by the Associate Director of IT Business Operations.


  • ITIL qualified + Prince 2 and/or Agile certification

  • Significant working knowledge of managing service desks, contact centres and application management teams

  • Extensive specialist knowledge of service management policies and procedures

  • Significant knowledge and application of key policies and procedures including Information Governance and Trust / Industry IT

  • Extensive understanding within Microsoft operating environments, Virtualisation techniques and Data centre operating standards.

  • Demonstrate extensive knowledge of Service Management best practice ITIL and/or ISO/IEC (phone number removed):2018

  • Experience developing solutions and transforming services with the end user in mind

  • Development and management of budgets

  • Experience of implementing national policies and practices

  • Experience of setting departmental objectives and monitoring progress against these objectives.

  • Experienced change manager

  • Extensive supplier relationship management skills

  • Strong service definition development skills

  • Ability to present and discuss financial, technical and contractual information at various boards, meetings and forums

If you are an experienced service delivery manager / UX Manager with who is looking to work in a collaborative environment, then we would love to hear from you.  To find out more about this position, please contact Keith Wilkins or send your CV for review.

Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role.

Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.