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IT Service Delivery Manager Location:  Home Based, Site Visits Expected Working Hours:  37 Contract Type:  Permanent Salary: £45,760.00 - £55,760.00 Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band. About Waythrough Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England. Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers. Make a real difference in your community Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change. About The Role We’re   now looking for a   proactive   IT Service   Delivery Manager   who can lead our Service De livery   function with energy, empathy and   expertise   ensuring reliable, secure, and customer-focused IT services across the organisation. Reporting to the Head of IT Service Delivery, you will lead a team of technical specialists responsible for delivering high-quality IT support,   maintaining   end-user technology, implementing new services, and driving continual improvement across the IT landscape. You will also work closely with the IT Service Desk Manager   and infrastructure colleagues   to deliver a seamless end-to-end support experience for colleagues across the organisation. Key Duties Service Delivery & Operations • Lead and develop the Service   support   team, ensuring   high standards   of technical support and customer service. • Manage and support the 2nd Line Support function, overseeing complex incidents,   escalations   and technical problem resolution. • Drive continual improvement across IT Service Management processes, including Incident, Problem and Change Management. • Work closely with the IT Service Desk Manager to improve customer experience, reduce repeat   incidents   and enhance service performance. • Ensure services   remain   secure,   reliable   and fit for purpose. Technical Leadership • Provide technical leadership and guidance across the Service Delivery function. • Act as an escalation point for complex technical issues and major incidents. • Support the implementation of   new technologies   and services into the live environment. • Monitor   infrastructure   and   end-user compute environments . • Maintain oversight of   hardware,   software   and   IT   asset s. Supplier & service Management • Manage key supplier relationships and service contracts. • Ensure third-party providers deliver against agreed service levels, quality   standards   and contractual commitments. Performance & Improvement • Monitor and report on service performance, including SLAs, customer satisfaction, incident   trends   and service improvement initiatives. • Use data and insights to   identify   opportunities to improve efficiency,   quality   and user experience. • Ensure   service delivery aligns with organisational   objectives . Stakeholder Engagement • Build effective relationships with colleagues,   suppliers   and stakeholders across the organisation. • Maintain a visible presence at sites, acting as an ambassador for IT . • Work collaboratively across IT teams to ensure joined-up service delivery. Wh o   we’re   looking for We're   looking for an experienced IT professional who combines strong leadership skills with excellent technical knowledge , an eye for detail   and a passion for delivering outstanding customer-focused services. Essential Experience • Experience leading and developing technical support or service delivery teams. • Strong background in IT Service Management and ITIL best practices. • Experience managing complex IT environments within a medium or large organisation. • Experience managing suppliers,   contracts   and third-party service providers. • Proven ability to deliver service improvements and operational change. • Experience of managing technical projects and implementing   new technologies . Technical Knowledge • Windows Server environments. • Active Directory and Group Policy. • DHCP and DNS. • IT infrastructure and networking (LAN/WAN). • End-user computing environments. • Asset and lifecycle management. • Technical troubleshooting and incident management. • Microsoft   365   a dministration Personal Qualities • Excellent communication and stakeholder management skills. • Strong problem-solving and decision-making abilities. • Ability to inspire, coach and develop others. • Customer-focused with a passion for service excellence. • Comfortable working strategically whilst   remaining   hands-on when   required . • Ability to translate technical issues   or requirements to a   non technical   audience . Key outcomes   first 6-12 months • Build strong relationships with key stakeholders,   suppliers   and operational teams. • Gain a detailed understanding of the existing IT estate and service delivery model. • Review service performance and   identify   priority improvement opportunities. • Stabilise key operational processes and improve management visibility through reporting and KPIs. • Develop a roadmap for service improvements, asset   refreshes   and technical enhancements. • Deliver measurable improvements in service performance, customer   satisfaction   and operational efficiency. • Reduce repeat incidents and improve end-to-end service quality. • Embed consistent ITIL-aligned service management practices across the team. • Develop a high-performing, engaged Service   support   team with clear   objectives   and growth plans. • Be recognised by stakeholders as a trusted and responsive   IT manager   supporting organisational success. For Full Job Description Please Click Here What We Offer We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package: • 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays) • Pension scheme with 4.5% employer contribution, matched up to 6.5% • Life assurance (3× annual salary) • Enhanced sick pay and family-friendly pay • Birthday leave and the option to buy up to 5 extra days’ annual leave • Professional fee reimbursement for relevant qualifications • 24/7 online GP access and Employee Assistance Programme • Recognition and long service awards via our Way to Go and Aspirations portals • £500 Recommend a Friend bonus • Cycle to Work scheme and Credit Union membership • Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good • Free will writing service and wellbeing initiatives throughout the year Inclusion and accessibility Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support. We have signed up to the Disability Confident Scheme  - all applicants are welcome, and adjustments can be made to enable fair participation. If you need adjustments or support to apply, please email our recruitment team: [email protected] Closing Date: 2026-08-18