IT Service Delivery Manager

Job description

The opportunity We are looking for an IT Service Delivery Manager to join us on the rewarding journey we’re taking here at Castle Trust Bank. As a fintech challenger bank, we provide specialist property mortgages, retail finance lending and savings accounts to a wide range of customers. You will be responsible for delivering high-quality IT services across the organisation, managing internal Desktop and Application Support teams and overseeing third‑party IT suppliers. You will ensure services meet agreed SLAs, develop and maintain ITIL‑aligned processes, track performance through KPIs, and drive continuous service improvement. Key responsibilities include: - Managing major incidents and root cause analysis, - Developing ITSM processes, - Effective management of the IT service desk and core systems teams, - Maintaining Service Improvement Plans, and; - Producing clear service performance metrics for the business. Working arrangements: This role is offered on a hybrid basis, with a minimum of three days per week in our Basingstoke office and the remainder worked from home. If you prefer to work more days in the office, that’s equally fine. What we are looking for in you… Minimum req...