IT Service Delivery Lead

We are seeking a service-oriented and technically proficient IT Service Delivery Lead to oversee the planning, execution, and continuous improvement of IT end-user support services. This role will lead the desktop support team and act as the key liaison between IT and business users, ensuring timely and high-quality service delivery. The ideal candidate combines hands-on technical knowledge with strong leadership and communication skills to ensure service excellence across the organisation.

Responsibilities

Lead the IT service delivery team, managing daily operations, service performance, and staff development.

Maintain strong, collaborative relationships with internal clients and stakeholders to ensure high levels of satisfaction.

Act as the single point of contact for service delivery matters, performance reviews and escalations.

Gather and act on user and client feedback to enhance service quality and operational efficiency.

Ensure service delivery aligns with business goals, customer expectations, and compliance requirements.

Drive a culture of accountability and continuous improvement across the IT support function.

Oversee the full lifecycle of IT support services, including incident resolution, service requests, asset management, and change control.

Coordinate with cross-functional IT teams (e.g., Infrastructure, Security, Applications) to ensure seamless service integration and issue resolution.

Ensure all IT service documentation is accurate and up-to-date, including SOPs, knowledge base, and inventory records.

Support endpoint management, desktop imaging, software deployment, and patch management.

Ensure compliance with internal policies and healthcare sector cybersecurity standards.

Provide technical guidance and support for complex user or system issues as needed.

Manage vendor relationships to ensure timely procurement, support, and maintenance of end-user IT equipment and services.

Collaborate with public agencies (where applicable), internal teams, and external partners to troubleshoot and resolve issues efficiently.

Conduct regular service performance reviews and improvement planning sessions with key stakeholders.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.

Minimum 5 years of relevant IT experience, with at least 3 years in a team leadership or service delivery role.

Strong technical knowledge in end-user computing, Microsoft 365, Active Directory, endpoint security, and ITSM platforms (e.g., JIRA).

Strong interpersonal and communication skills, with a proven ability to manage both users and technical teams.

ITIL certification or working knowledge of ITIL principles is preferred.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Health and Human Services

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