At Compass Community, we believe every child deserves a future filled with strength, stability and opportunity. As one of the UK's leading providers of specialist fostering, residential care and education services, we support children and young people through innovative, therapeutic and child-centred approaches.
We are looking for an experienced IT Service Delivery Manager to lead the delivery of high-quality technology services across our growing organisation. This is an exciting opportunity for a service-focused technology professional who is passionate about operational excellence, stakeholder engagement and continual improvement.
As IT Service Delivery Manager, you will play a key role in ensuring our colleagues have reliable, secure and effective technology services that enable them to provide outstanding care and support to children, young people and families.
What You'll Be Doing
Reporting into the IT leadership team, you will be responsible for the end-to-end delivery of IT services across Compass Community, ensuring services remain reliable, customer-focused and aligned to business priorities.
Key responsibilities include:
- Leading day-to-day IT service management activities, including incident, major incident, problem, request and change management.
- Managing service performance through SLAs, KPIs and customer satisfaction measures.
- Driving continual service improvement by analysing trends, identifying opportunities and implementing improvements.
- Acting as the ServiceNow lead, ensuring the platform supports efficient and measurable service delivery.
- Coordinating responses to major incidents, maintaining effective communication and ensuring timely service restoration.
- Producing service reports and dashboards that provide clear insights into performance, risks and service quality.
- Managing relationships with third-party suppliers and ensuring delivery against contractual commitments.
- Supporting business continuity, disaster recovery, cyber security and compliance activities.
- Leading, coaching and developing service delivery colleagues while promoting a customer-focused culture.
- Supporting the successful transition of new and changed technology services into operational support.
About You
We're looking for someone with a strong background in IT service management and a passion for delivering excellent customer experiences.
Essential Experience
- Experience in an IT Service Delivery, Service Management or IT Operations leadership role.
- Strong understanding of ITIL-aligned service management practices.
- Hands-on experience using ServiceNow for incident, request, problem and change management.
- Experience managing service levels, KPIs, performance reporting and customer satisfaction metrics.
- Proven ability to manage service issues, escalations and major incidents.
- Strong stakeholder management skills and the ability to build relationships across technical and non-technical teams.
- Experience producing reports, analysing service data and driving service improvements.
- Excellent organisational, problem-solving and decision-making abilities.
- Experience leading, coaching or coordinating teams to deliver high-quality outcomes.
- Strong communication skills with the ability to engage effectively at all levels.
Desirable Experience
- ITIL Foundation certification or equivalent service management qualification.
- ServiceNow certification, such as Certified System Administrator.
- Experience within multi-site, regulated, safeguarding-led, education or care environments.
- Knowledge of supplier management, contract performance and service improvement planning.
- Experience supporting service transition and operational readiness activities.
- Understanding of business continuity, disaster recovery, resilience and availability planning.
- Experience working with cloud services, managed service providers and modern workplace technologies.
What Success Looks Like
In this role, you will:
- Deliver technology services that colleagues trust and rely upon.
- Ensure incidents and requests are resolved within agreed service levels.
- Provide clear communication around service performance, risks and planned changes.
- Maximise the value of ServiceNow through accurate data, reporting and process adherence.
- Contribute directly to positive outcomes for children and young people by enabling high-performing technology services.
Our REACH Values
Everything we do is guided by our REACH ethos:
- Resilient – We keep showing up, especially when challenges arise.
- Educators – We learn, grow and support others to do the same.
- Accepting – We value every individual for who they are.
- Child-Centred – Children's needs are at the heart of every decision.
- Holistic – We recognise the whole child and work together to achieve the best outcomes.
We're looking for people who share these values and want to make a meaningful difference through the work they do.
Ready to Make a Difference?
If you're an experienced IT Service Management professional looking for an opportunity where your work directly supports services that transform children's lives, we'd love to hear from you.
Apply today and help Compass Community continue creating futures filled with strength, opportunity and hope for every child.