Group Manager, Service Delivery

Our client is seeking an experienced Group Manager to join their technology team on a full-time, permanent basis. This role is responsible for managing the Service Desk team and ensuring the delivery of a high-quality, efficient, and responsive IT support service across the organisation. The successful candidate will act as the primary escalation and triage point for Service Desk Analysts and contribute to the enhancement of service delivery through tool evaluation, policy development, and participation in cross-functional projects.

Job Duties:

• Lead and manage the Service Desk team to ensure exceptional IT support across the business
• Act as the main escalation and triage point for Service Desk Analysts, resolving complex technical issues
• Evaluate and implement new tools and technologies to enhance service delivery
• Participate in cross-functional projects and support wider technology initiatives
• Assist in the development and refinement of corporate IT policies and procedures
• Monitor service performance and implement continuous improvement strategies
• Prioritise and allocate workload effectively to meet business needs
• Foster a collaborative and high-performing team environment

Job Requirements:

• Minimum of 5 years’ experience in IT service delivery and/or support within the finance sector
• Proven people management skills with the ability to lead and develop high-performing teams
• Strong prioritisation, communication, and organisational skills
• In-depth understanding of service desk operations and IT support frameworks
• Experience with ServiceNow or similar IT service management tools is desirable
• Ability to work effectively under pressure and manage competing priorities
• Strong analytical and problem-solving abilities

What You’ll Love:

Our client is committed to supporting the growth and success of their people, recognising that strong teams drive excellent service and business performance. They provide a collaborative and forward-thinking environment, offering opportunities for professional development and innovation across multiple jurisdictions. With a culture rooted in continuous improvement, the organisation empowers its employees to thrive and contribute meaningfully to long-term success.

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