{"id":2617500,"url":"https://alion.io/job/open-cast-software-it-service-delivery-manager","title":"IT Service Delivery Manager","company":{"id":4417641,"name":"Opencast","domain":"opencastsoftware.com","url":"https://alion.io/company/opencastsoftware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"D","score":51,"open_postings":21,"ghost_share":0.81,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edinburgh, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":44000,"max":50000,"currency":"GBP","period":"year","gross":null,"usd_annual":65744},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ISO 27001","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Microsoft Teams","optional":true}],"status":"live","first_seen_at":"2026-10-06T15:19:36Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-18T13:00:30Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":11},"description":"Ready for a new challenge?\nAre you looking for work that makes a difference? Do you want to work with people who learn and grow together?\nIf so, Opencast could be the place for you. We're a growing tech consultancy that creates user-centred solutions with purpose for our clients in government and business.\nThe role\nWe're looking for an experienced IT Service Delivery Manager to lead our Service Desk and play a pivotal role in how IT supports the business. You'll own the day-to-day running of the service desk, maintaining and improving our ITIL-aligned processes and helping us keep our ISO 20000-1 certification in good shape. Your contributions will be crucial in shaping our internal IT capabilities and the service our people receive.\nThis is a hands-on role - You'll work as part of the team, handling incidents and requests up to 3rd line and acting as an escalation point when needed.\nYou will work with various teams across Opencast providing high standards of support, ensuring that our people can make the best use of technology. This role is based at our Newcastle HQ, and you'll need to be able to work on site there regularly.\nWe are looking for someone who is approachable and organised, with excellent problem-solving skills and a passion for providing high-quality support.\nEssential experience\nLeading or supervising a service desk, including managing workload, priorities and performance against SLAs.\nWorking knowledge of ITIL and hands-on experience running core service management processes: incident, problem, change, request and knowledge management.\nDiagnosing and troubleshooting IT issues, providing support up to 3rd line for hardware, software and cloud-based services.\nActing as an escalation point within the IT team for incidents and service requests.\nManaging and reporting from an ITSM platform, including service performance metrics and continual service improvement.\nPerforming root cause analysis to prevent recurring issues, documenting solutions and procedures.\nDeveloping and maintaining technical documentation, SOPs and knowledge base articles.\nSupporting proactive system monitoring activities.\nMentoring and guiding more junior team members, fostering knowledge transfer and skills development.\nDelivering support and training to end users for core IT services.\nDesirable experience\nITIL 4 Foundation or higher.\nExperience of working within, or supporting, an ISO 20000-1 or ISO 27001 certified environment.\nSome experience administering or supporting Salesforce, or a willingness to learn.\nExperience with the Microsoft 365 and Entra ID ecosystem, Intune or similar device management tooling, and macOS administration.\nSalary\n£44,000 - £50,000 per annum\nWhat we offer\nA competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You’ll also benefit from 25 days’ holiday and access to 3 annual “life happens” days to support unexpected situations.\nWe provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team.\nWhere you’ll work\nDue to the nature of this role, you'll primarily be based at our HQ in Newcastle upon Tyne.\nWe include you\nWe welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all.\nInterview\nInterviews will be conducted via Microsoft Teams. 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