HTB IT Service Delivery Manager

Role purposeWe’re looking for an IT Service Delivery Lead who can ensure our IT services are dependable, responsive, and continually improving. This role is central to managing our outsourced IT support partner and being the trusted internal point of escalation when issues need to be resolved with care and clarity.

You’ll lead on day-to-day service delivery, monitor supplier performance, support a positive user experience, and work with internal and external teams to ensure technology enables rather than obstructs the mission.Key deliverablesSupplier Management

• Ensure outsourced IT support partner meets agreed SLAs and KPIs through daily oversight and regular service reviews
• Produce and analyse service performance reports, highlighting trends and areas for improvement
• Coordinate communication and resolution of major incidents and planned maintenance
• Lead post-incident reviews and ensure lessons learned are documented and actioned
  
  

Escalation Handling

• Act as the internal escalation point for IT service issues, ensuring timely resolution and clear communication
• Maintain and enhance core IT service management processes, including incident, change, and service request workflows
  
  

Service Improvement

• Continuously improve request fulfilment and onboarding/offboarding processes to ensure consistency, speed, and user satisfaction
• Gather and respond to user feedback to inform service improvements
• Ensure smooth transition of new projects and systems into support, with appropriate documentation and training
• Contribute to a culture of continuous improvement and proactive service across the IT team
  
  

Team Collaboration

• Build strong working relationships with internal teams across all supported entities
• Support and mentor junior team members or service desk staff where appropriateCore behavioural competenciesOne Team
• Builds strong, respectful relationships across all departments, ensuring the IT service function is seen as approachable, reliable, and solution-focused.
• Leads through service — stepping in to resolve issues, support colleagues, and strengthen the overall team dynamic.
• Collaborates openly with internal teams and external partners, working across boundaries to achieve the best outcome for users.
• Models humility and integrity, supporting team goals over individual recognition and helping to foster a culture of unity and shared purpose.
  
  

Always Growing

• Actively seeks feedback and uses it to refine service delivery, personal effectiveness, and team performance.
• Continuously develops technical and professional knowledge to keep pace with evolving service management practices.
• Supports and coaches others, helping to raise the standard of service across the IT function and supplier team.
• Embraces a learning mindset, using challenges or setbacks as opportunities to improve systems, processes, and communication.
  
  

On a Mission

• Demonstrates a deep commitment to the mission of the HTB Group and the people it serves, understanding the impact of good IT on kingdom work.
• Remains calm and constructive under pressure, bringing clarity and reassurance during high-impact incidents or escalations.
• Takes initiative to identify service gaps or inefficiencies, driving improvements that empower staff and enhance productivity.
• Plans ahead to ensure service delivery can scale and adapt to the future needs of a growing and dynamic organisation.Essential skills, experience & knowledgeProven experience in an IT service management, service delivery, or support leadership role
  
  

Hands-on experience managing outsourced IT support providers or Managed Service Providers (MSPs), with a strong understanding of SLAs, KPIs, and supplier governance

Excellent stakeholder engagement and communication skills, with the ability to build trust, manage expectations, and handle escalations with empathy and clarity

Strong analytical skills, with the ability to interpret service data and identify trends, root causes, and areas for improvement

Good working knowledge of IT service management processes (e.g. incident, change, request fulfilment, onboarding/offboarding)

Experience coordinating responses to major incidents and leading post-incident reviews

Familiarity with Microsoft 365, Intune, JAMF, and common service desk platforms

A team player who can work collaboratively across technical and non-technical teams to deliver outcomes

Comfortable working in a multi-entity, multi-site environment, with an adaptable and user-focused mindset

Strong organisational skills and attention to detail, able to manage multiple priorities and follow through on actionsDesirable skills, experience & knowledgeExperience managing or overseeing an internal or outsourced IT Service Desk

ITIL Foundation certification (or higher), or demonstrable understanding of IT service management frameworks

Experience working within a charity, faith-based organisation, educational institution, or similarly mission-led environment

Familiarity with asset management, device lifecycle tracking, and user onboarding processes

Exposure to project delivery and service transition (handover from project to business-as-usual support)

Ability to train, mentor or support junior staff or team members in service delivery or support roles

Understanding of security principles in a service context (e.g. access management, secure onboarding/offboarding)