[ref. j0729920] Investigo - Service Delivery Manager - ITSM
Location: Liverpool, Merseyside, North West England - hybrid working
Job Type: Full-time, Permanent
About Us
Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom.
The group is multi-functional with a large portfolio of B2B products and services.
Our ecosystem is made up of: IIS, Providing secure internet access in both the public and private sectors. Its mission? To deliver world-class secure internet capabilities enhancing productivity across diverse skillsets and organisations. Vestigo Consulting is our training and consultancy company, tailored around specialist sector-specific knowledge, and provides regular courses and CPD for our community.The Consultancy side concentrates on expert support of our customers as well as specifically assigned individual deployments. Collaboraite is a bleeding-edge company that provides our Data and AI capability. A collaborative partner for designing user-centred secure data solutions to overcome operational hurdles, delivered through design thinking and agile coaching.
Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community.
The group provides bespoke, secure, user-centric products fuelled by deep technical knowledge advanced data and analytical skills.
We proudly stand as a global leader in this space, partnering with esteemed entities that require these advanced forward-thinking capabilities. These partnerships have been forged from our understanding of customer challenges, as well as our expertise in developing world-leading enterprise product sets.
Join us at TIG, where innovation knows no bounds, and together, we'll shape the future of technology solutions for a safer, more efficient world.
About You:
You are a results-driven, detail-oriented professional with a passion for delivering exceptional IT services. You thrive in fast-paced environments and are proactive in identifying and resolving issues. You are a confident communicator and an approachable leader who inspires and motivates others.Your collaborative mindset helps you engage effectively with diverse teams and stakeholders.
What You'll Bring- A strong background in IT service delivery and ITSM frameworks.
- Experience leading and developing high-performing teams.
- A passion for continuous improvement and innovation.
- Excellent problem-solving skills and a customer-centric approach.
About The Team:
The Platform team manages core platforms delivering products globally to tens of thousands of customers. The team comprises generalists and specialists across 1st to 4th line, with collaborative, knowledge-sharing culture. They are innovative, proactive, and committed to delivering world-class service.
Team Culture:
- Supportive and collaborative.
- Open to sharing expertise and learning.
- Committed to continuous service improvement.
About The Role:
We are seeking a Service Delivery Manager – ITSM to lead our IT Service Desk Team. This role is critical in ensuring the efficient operation of our IT services, with a strong focus on Incident Management, Problem Management, Change Enablement, Service Level Management, and Service Request Management.
As the ITIL SME within the group, you will define, implement, and improve ITIL core management practices, ensuring best practices are adopted and operational efficiency is maximized. You will also lead and develop a team of Service Desk Analysts, ensuring a high standard of service delivery and continuous improvement.
This role has evolved from the previous Service Desk Manager position and reflects a broader, strategic focus on IT Service Management.
Key Responsibilities:
- ITIL Leadership: Act as the Group SME in ITIL core management practices, driving best practice adoption.
- Service Level Management: Define, negotiate, and manage SLAs and OLAs with both internal and external stakeholders.
- Service Delivery: Ensure the timely resolution of incidents and service requests within agreed SLAs.
- Incident & Problem Management: Lead root cause analysis, implement solutions, and reduce incident frequency.
- Team Leadership: Manage and mentor Level 1–1.5 Service Desk Analysts.
- Change Enablement: Oversee controlled change implementation while maintaining system stability.
- Escalation Management: Act as the escalation point for complex technical issues.
- Performance Monitoring: Track performance against KPIs like call quality, first-time fix rates, and SLA adherence.
- Continuous Improvement: Identify opportunities to improve ITSM processes.
- Collaboration: Work with Platform, Operations, and external customer SPOCs.
- Reporting: Provide regular dashboard reports on ITSM performance metrics.
- Staff Development: Support team growth through training, coaching, and performance reviews.
- Compliance & Security: Ensure adherence to IT security standards and company policies.
Key Performance Indicators (KPIs):
- Improved call quality scores.
- Increased first-time fix rates.
- Higher SLA adherence.
- Increased problem ticket closures.
Requirements
What We're Looking For:
The ideal candidate will have:
- Qualifications
- ITIL v4 Certification (Minimum: Foundation plus one or more Specialist qualifications).
- Agile Certification (e.g., SCRUM Master) preferred.
- Technical certification in CompTIA, Microsoft, or equivalent experience.
- Bachelor’s degree or equivalent.
- Experience
- 3+ years in IT Service Desk leadership, preferably in high-pressure or secure environments.
- Demonstrated success in implementing ITIL v4 practices.
- Proven ability to deliver measurable ITSM improvements.
- Technical Skills
- Strong knowledge of IT infrastructure, hardware, and networking.
- Proficiency with IT Service Management tools.
- Familiarity with IT security frameworks and compliance.
- Data analysis skills for ITSM performance metrics and reporting.
- Soft Skills
- Strong communication and stakeholder management skills.
- Proven leadership with a collaborative, approachable style.
- Ability to make decisions under pressure.
- Personal Qualities
- Calm, conscientious, and solutions-oriented.
- High attention to detail with a focus on the bigger picture.
- Proactive problem-solver with a commitment to continuous improvement.
- Flexible Working: We offer a hybrid working model.
- Private Medical
- Inclusive Culture: Enjoy an inclusive culture and environment.
- Holiday: Generous holiday allowance.
- Learning: Access to continuous learning and development opportunities.
- Bonus Potential: Bonus potential based on performance and business-related factors.
- Discounts: Discounts on a wide range of products and services.
- Pension: Pension scheme contributions with Government Top-Up
- EV Car Scheme
- More Benefits: Explore additional benefits on our career site.
Please note that the talent acquisition team is managing this vacancy directly and we do not require agency support.
Candidates who are successful will be required to undergo relevant security checks.
Our Process
Our talent acquisition team will be in touch if you're successful, the team will arrange a short screening call (max 30 minutes) to learn more about you, and what you are looking for and answer any questions you may have. If all goes well, the team will share your profile with the hiring manager for review.Our interview process is tailored to each role but typically the first half of the process is run remotely with a final stage on-site.
For this position, you can expect a two-stage interview process:
1st stage - An informal 30-minute video call with the hiring team to discuss your skills and relevant experience. This is an excellent opportunity to learn more about the role and ask any questions.
2nd Stage – A 60-90-minute formal interview where you can anticipate competency and technical questions.
As an inclusive employer, please inform us if you require any reasonable adjustments.
Equal Opportunities
Here at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
As a Group, we seek to ensure that individuals with disabilities receive reasonable accommodation throughout the hiring process and ultimately within the job itself. Please contact us to request any accommodations.