IT Service Delivery Manager Salary: £52,000 per annum Location: Birmingham (2 days per week onsite) Organisation: A leading housing association About the Role A leading housing association is seeking an IT Service Delivery Manager to oversee and modernise IT service management processes across the organisation. This pivotal role focuses on delivering a consistent and high-quality IT support service to colleagues in a hybrid working environment. The successful candidate will be responsible for leading IT service governance, ensuring customer satisfaction, and managing 1st and 2nd line IT support through both internal teams and external providers. As part of the IT Senior Management Team, you will have the opportunity to shape IT service strategy and represent the needs of colleagues across the organisation. Key Responsibilities Own and develop IT Service Management processes including Asset Management, Monitoring, Service Desk, Service Level Management, and Problem Management. Lead and mentor a team of IT service professionals to deliver responsive support across the organisation. Manage outsourced support contracts, ensuring service quality and consistency. Establish and monitor KPIs, providing visibility of performance across the business. Collaborate with stakeholders to define Service Level Requirements and present updates at management meetings. Drive continuous improvement, embedding ITIL and other best practice frameworks. Participate in disaster recovery