IT Service Delivery Manager

Opencast | B Corp™

. Lead the Service Desk and own its day-to-day running .

Posted 10/6/2026full-timeNewcastle upon Tyne • United KingdomMid-LevelSenior💰 £44,000 - £50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL-aligned service management processes, incident and problem management, and service desk leadership. Proficient in managing ITSM platforms, performing root cause analysis, and delivering high-quality IT support and training to end users.

Highest-signal resume keywords

ITIL Service Management3rd Line SupportITSM Platform ManagementRoot Cause AnalysisMentoring Junior Team Members

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementTechnical DocumentationService Performance MetricsContinual Service ImprovementProactive System MonitoringSOP Development

Soft Skills

Excellent Problem-Solving Skills

Tools & Technologies

SalesforceMicrosoft 365Entra IDIntuneMacOS Administration

Certifications & Qualifications

ITIL 4 FoundationISO 20000-1 CertificationISO 27001 Certification

Industry Keywords

Service DeskITILISO StandardsIT SupportService Level Agreements

Tech Stack

Tools & technologies

CloudITSMMacOS

About the role

Key responsibilities & impact

Lead the Service Desk and own its day-to-day running
Maintain and improve ITIL-aligned service management processes
Help maintain the company’s ISO 20000-1 certification
Handle incidents and requests up to 3rd line
Act as an escalation point within the IT team
Provide high standards of IT support to teams across Opencast
Manage workload, priorities and performance against SLAs
Manage and report from the ITSM platform
Track service performance metrics and continual service improvement
Perform root cause analysis to prevent recurring issues
Document solutions, procedures, SOPs and knowledge base articles
Support proactive system monitoring activities
Mentor and guide junior team members
Deliver support and training to end users for core IT services
Shape Opencast’s internal IT capabilities and employee technology service

Requirements

What you’ll need

Experience leading or supervising a service desk, including managing workload, priorities and performance against SLAs
Working knowledge of ITIL and hands-on experience running incident, problem, change, request and knowledge management processes
Experience diagnosing and troubleshooting IT issues up to 3rd line for hardware, software and cloud-based services
Experience acting as an escalation point for incidents and service requests
Experience managing and reporting from an ITSM platform, including service performance metrics and continual service improvement
Experience performing root cause analysis and documenting solutions and procedures
Experience developing and maintaining technical documentation, SOPs and knowledge base articles
Experience supporting proactive system monitoring activities
Experience mentoring and guiding junior team members
Experience delivering support and training to end users for core IT services
ITIL 4 Foundation or higher desirable
Experience within or supporting an ISO 20000-1 or ISO 27001 certified environment desirable
Experience administering or supporting Salesforce, or willingness to learn desirable
Experience with Microsoft 365 and Entra ID, Intune or similar device management tooling, and macOS administration desirable
Excellent problem-solving skills
Ability to work on site regularly at the Newcastle HQ

Benefits

Comp & perks

7% employer pension contribution
Share options
Discretionary bonus
25 days’ holiday
3 annual “life happens” days
Wellbeing support
Ongoing professional development
Volunteering opportunities
Supportive team environment
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