Service Delivery Manager – Leading IT Excellence Across the Midlands
We’re looking for an experienced and proactive IT Service Delivery Manager to join us, ensuring reliable, high-quality IT services across our Northern villages. We’re driven by a clear purpose: to build real communities that enhance the lives of our residents every single day. If you’re seeking a role that combines technical expertise, leadership, and meaningful impact, there’s a place for you at Inspired Villages.
As IT Service Delivery Manager, you’ll act as the primary IT partner for Village Managers and regional operations, ensuring technology effectively supports day-to-day operations, resident experience, and business continuity. This hands-on regional leadership role blends service ownership, relationship management, MSP oversight, and practical technical support, while also contributing to IT readiness for new village developments.
At Inspired Villages, we create vibrant retirement communities where residents can live independently, stay connected, and enjoy life to the fullest. By joining us, you’ll be part of a supportive, inclusive, and purpose-driven environment where your expertise makes a real difference.
The Role:
Service Delivery & Regional Ownership
- Owning IT service performance across our villages, ensuring availability, reliability, and responsiveness
- Acting as the primary IT point of contact for Village Managers and village teams
- Building strong relationships with regional and village leadership to understand operational needs and priorities
- Managing incidents, problems, and service requests, focusing on preventing repeat issues
Village Engagement & On-Site Presence
- Visiting villages and corporate offices regularly to provide on-site support, build relationships, and identify risks or improvement opportunities
- Supporting village teams with day-to-day IT issues requiring hands-on intervention
- Documenting and maintaining village-specific knowledge of networks, systems, and operational constraints
Managed Service Provider (MSP) Management
- Managing the day-to-day relationship with the MSP
- Acting as the escalation point for service issues and ensuring the MSP meets SLAs, KPIs, and service standards
- Challenging MSP delivery quality, root cause analysis, and remediation plans
- Contributing to MSP performance reviews and continuous improvement initiatives
Hands-On Technical Support
- Providing hands-on technical support for complex or high-impact issues
- Supporting troubleshooting of networks, connectivity, end-user devices, and core applications in collaboration with the Infrastructure & Network Manager
- Assisting with incident response and recovery during major service disruptions
New Village Developments & Projects
- Supporting IT delivery for new village builds within the northern Region
- Working with the Infrastructure & Network Manager to implement standardised, cost-effective network and infrastructure designs
- Coordinating IT readiness for new village openings, including connectivity, devices, systems access, and handover to BAU support
- Acting as the regional IT representative on new village build and mobilisation projects
Stakeholder & Leadership Support
- Supporting the IT Director in delivering IT strategy and the operating model
- Collaborating with the Regional Operations Director to ensure IT supports operational priorities and service excellence
- Working alongside the Infrastructure & Network Manager to maintain standards and feed issues into design improvements
- Contributing to IT governance, reporting, and service performance reviews
Key Requirements:
- Proven experience in IT Service Delivery, IT Operations, or regional IT leadership
- Strong stakeholder management skills, working directly with operational leaders
- Hands-on technical expertise across networks, end-user devices, and core IT systems
- Experience managing and holding MSPs accountable for service delivery
- Ability to work independently across multiple sites and competing priorities
- Experience supporting multi-site environments in hospitality, healthcare, retail, or residential sectors
- Exposure to new site openings, construction, or IT mobilisation projects
- Knowledge of ITIL-based service management practices
- Solid understanding of cybersecurity principles, incident response, and risk mitigation
The Benefits:
- 33 days annual leave (inclusive of bank holidays, pro-rated to your contracted working hours)
- Holiday buying scheme, allowing you to purchase up to one additional week of leave
- Big birthdays off (those ending in a 0)
- Bupa Health Cash Plan, including access to an employee assistance programme
- Life Assurance at four times your annual salary
- 5% matched pension scheme
- Access to SMART tech for everyday convenience
- Retail discounts across a wide range of outlets
- Wellbeing hub and resources, including discounts on wellbeing initiatives
- Cycle to work scheme
- Electric car scheme
- The opportunity to work within a unique village environment designed to support community, wellbeing, and exceptional service
At Inspired Villages, we welcome everyone, regardless of background, to be part of our thriving community. Here, you will be included, involved, and inspired to bring your unique talents to life. We are committed to fostering a culture of belonging, where individuality is celebrated, and you are encouraged to be your best every day.
We encourage you to submit your application as early as possible, as applications are reviewed on an ongoing basis. Interviews may be scheduled before the published closing date, and we reserve the right to close the advert early.
More enjoyment. More satisfaction. More like one big family. If you are looking for a career that truly means more and gives you more, hit the apply button and join us.
