IT Service Delivery Manager

Reporting to: Head of IT Infrastructure

This is a hybrid role with 2 days a week at our HQ in East Croydon and 3 days working from home. However, in Easter 2025 we will be moving to our new HQ in Clapham Junction with 3 days a week in the office.

Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-do attitudes that make this a great place to work!

We have strong, embedded values and an easy-going culture which ensures we put our people first. We pride ourselves on being fun, innovative, inclusive and engaging. We are now on the lookout for an IT Service Delivery Manager.

So, what's stopping you? Apply today and be YOU with us!

What you need to know about us...

We're #1 in our industry when it comes to our values, our culture and our people - check out Glassdoor if you don't believe us. We offer a fantastic place to work in a great working culture. We have been recognised as by The Sunday Times as one of The Best Places to Work which is all down to our great leaders and exceptional teams.

We may be one of the leading budget gym chains in the UK but there's nothing budget about our investment into our people. We have retained GOLD in our investors in people award for the last 6 years and silver in wellbeing last year.

We're recognised as a disability confident and inclusive employer which is something we are truly proud of. We have a brilliant team and opportunities for development and growth with support for success. Having recently undertaken some huge projects from a digital point of view and our plans are to keep being innovative, creative and agile in all that we do.

What you need to know about the role...

As an IT Service Delivery Manager, you will play a critical role in overseeing the delivery of IT services, managing service levels, and ensuring alignment with business objectives. You will lead an internal IT service desk team, work closely with internal teams, and collaborate with stakeholders to drive IT service excellence.

Main job activities would include:

• Lead and manage the IT service delivery team, including service desk analysts and support staff.
  
• Define, implement, and monitor service delivery standards, processes, and procedures.
  
• Monitor SLA performance, identify areas for improvement, and implement corrective actions as needed.
  
• Oversee the resolution of IT incidents and problems, ensuring timely and effective response and resolution.
  
• Manage the change and release management processes, ensuring minimal disruption to IT services during changes and releases.
  
• Manage relationships with external vendors and service providers, including contract.
  
• Oversee IT asset management processes, including procurement, inventory management, and disposal.
  
• Identify opportunities for process improvement, automation, and efficiency gains in IT service delivery.
  
• Prepare and present regular reports on service delivery performance, key metrics, and trends.
  

Skills & Experience Required

• Experience of managing an internal IT support team.
• Manage relationships with external vendors and service providers, including contract. negotiations, performance monitoring, and issue escalation.
• Maintain accurate configuration information for IT systems and services.
• Implement best practices, tools, and technologies to enhance service quality and user satisfaction.

Experience using main technologies/platforms such as:

• FreshService
• Hexnode
• Windows / Mac
• Microsoft

So, we've told you all about us and our amazing new opportunity; now it's your turn to hit 'Apply' and tell us about YOU.

If you have a disability or condition that makes it difficult for you to complete your application online please email your cv to #removed# or alternatively call the TGG Recruitment team on #removed# and someone will be more than happy to support you. We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that challenges your limits and works for you as much as for us. When we say We're With You we really do mean it!