Job title: IT Service Delivery Manager

Job reference number: ME107

Contract: Permanent, full time, 35 hours per week

Location: Kings Hill-based (Kent) with hybrid working (2 days per week in the Kings Hill office with occasional travel to London)

Salary: Up to £65,296 per annum (dependant on experience)

Are you a dynamic, self-motivated, and results-driven individual with a passion for Service Management. We are looking for a highly driven Service Delivery Manager to join our Service Management team at Charities Aid Foundation (CAF) where you will play a fundamental role in helping to maintain and improve service and relationships.

What you’ll do
At CAF, every one of us contributes to our impact, and as our Service Delivery Manager you too will play an integral part in what we do.
This role will report to the Lead Service Delivery Manager and will require close collaboration with our business users and other IT Service teams.
You will leverage your ITIL framework expertise to deliver first class Service Management, overseeing various practices such as Incident, Problem, and Change Management, among others.
As our Service Delivery Manager you will:
- Manage IT Operations: Oversee the entire lifecycle of key ITIL practices and be proficient in Incident, Problem, Change, Asset, Transition and Service Request management, ensuring timely resolution and fulfilment in alignment with service level agreements (SLAs)
- Manage End to End Service Provision by acting as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies
- Manage Service Communications by providing regular incident & maintenance updates as well as reports to Senior Management on all aspects of service performance, ensuring transparency and timely communication on any issues
- Manage SLA’s and develop service excellent by regularly attending internal and external service review meetings
- Develop and maintain strong relationships with both customers and suppliers to ensure effective collaboration and service delivery
- Strategically plan and schedule resources to ensure optimal efficiency and project success
- Be a part of an Incident Management team rota providing critical support outside of core business hours
- Work closely with business stakeholders to provide consultative input on solution changes, updates, and upgrades, and assist in defining and communicating the strategic roadmap

Who you’ll be
This role is for you if you have experience of working in Service Management or have relevant transferable skills and are keen to make a difference to society. We are looking for:
- Proven experience of managing IT services throughout the entire service lifecycle, ensuring end-to-end delivery and support
- Demonstrate a high level of proficiency in both written and spoken communications
- Able to perform under pressure by maintaining clarity and logical thinking in challenging situations
- Demonstrate ability to research topics thoroughly, with a strong commitment to driving continuous improvement.
- Skilled in addressing complex issues and breaking them down into clear, manageable components.
- Demonstrate flexibility in approach and thrives in a dynamic organizational structure, balancing teamwork with self-sufficiency as needed
- Strong initiative and drive, with a proactive attitude, eagerness to learn, and a personable nature. Comfortable handling detailed tasks and adapting to various challenges.
- Exhibit a meticulous approach with a strong focus on quality, and the ability to work effectively with minimal supervision.

What’s in it for you
At CAF you will receive:
- Permanent hybrid ways of working where roles allow
- Six weeks holiday plus bank holidays
- A wide range of development opportunities to support personal and professional growth
- Pension scheme with better-than-market employer contribution options
- Social impact benefit schemes
For all our employer benefits and to gain an insight into our culture and values, please visit cafonline.org/careers.

Who we are
At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.
We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.
Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

Diversity and inclusion
We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.
We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

How to apply
The closing date for applications is 11th September 2024

First stage interviews will be held week commencing the 16th September 2024.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.


We welcome applications from everyone who feels they meet the criteria, regardless of age, sex/gender, disability, race, religion, national origin, sexual orientation, marital, veteran or parental status.

Don’t meet every single requirement? If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway. You may just be the right candidate for this or other roles.

As a Disability Confident Employer, we guarantee to interview disabled applicants who meet the minimum criteria for the role. Please indicate on the application form if you would like to be considered as part of the Disability Confident Scheme.

To apply for this role you must be able to provide proof of your Right to Work in the UK.

So we can support you to be your best during the application or interview process, please contact our Recruitment team at recruitment@cafonline.org or 03000 123 566 to request assistance or reasonable adjustments.

Apply directly using the apply button.