The role

We’re now looking for a motivated and experienced IT Service Delivery Manager to join our Service Delivery team, here at the Jensten Group. Based from our office in Oldham and reporting to the IT Manager, the main purpose of the role is to lead daily IT operations and ensure the consistent delivery of reliable, high-quality IT services across the organisation. This role is responsible for overseeing the service desk, driving ITIL-aligned service management processes, and continuously improving operational performance. Some key objectives & responsibilities will include:

• Manage daily IT operations to ensure stable, secure, and high-performing systems

• Oversee the service desk and procurement functions to ensure SLAs and KPIs are consistently met

• Drive Incident, Problem, and Change Management processes

• Act as escalation lead for Major Incidents and conduct post-incident reviews

• Maintain operational documentation, procedures, and runbooks

• Manage third-party vendors and ensure contractual service performance

• Produce regular service delivery reports covering availability, performance, and key metrics

About you

As our IT Service Delivery Manager, you’ll have a strong teamwork ethic, communication and collaborative skills with a keen eye for detail. You will act as the escalation point for major incidents, manage key supplier relationships, and ensure strong governance across systems, processes, and documentation. You’ll also be or have:

• Insurance background (ideally)

• Focus on continuous improvement and process optimization

• Excellent team management, delegation, workload management, and mentoring capabilities

• Ability to drive accountability and ownership

• Ability to produce clear, data-driven service delivery reports

• Experience working within SLA-driven environments

• Strong understanding of ITIL frameworks

• Broad understanding of infrastructure, networking, and end-user support

• Ability to interpret service metrics and drive improvement

• Strong root cause analysis and critical thinking skills

• Confident communicator across technical and non-technical audiences

• Calm and resilient under pressure

• Strong prioritisation and organisational skills

• Proactive, adaptable, and improvement-focused mindset

Rewards & Benefits

When you join us, you can expect a supportive culture and an attractive range of rewards and benefits which include: 

• Competitive salary with an annual pay review and bonus scheme.

• 27 days annual leave (includes a day off for your birthday and another for a religious holiday of your choice) + bank holidays

• Auto enrolment into our excellent pension scheme (5% employer matched contribution)

• Flex-benefits- A range of flexible benefits to choose from, that are most important to you

• Group Life Assurance cover- a massive X4 of salary

• 3 months Maternity, Paternity & Adoption leave all fully paid

• Professional qualification study support relevant to your role and career

• Perks at work- amazing discounts on cinema tickets, meals out, luxury items etc.

• Holiday purchase scheme- up to 5 days annually

About Us:

Launched in 2018 Jensten is one of the UK's largest independent broking groups. Growing organically and through strategic acquisition we now place over £650m GWP into the market via our retail insurance broking, Lloyd's and London Market broking, and specialist underwriting arms.

We fill the void in the market between a consolidator and a provincial broker. We have the scale, ambition and expertise to stand out, but the people, culture and entrepreneurial DNA to maintain our client focus. Which is why we are not just one of the leading independent broking groups, we are one of the most exciting too.

And that is why you should join us!

Our goal is to have people in our Group that enjoy being part of one team with the shared commitment to delivering insurance distribution excellence. A big part of how we do this is by listening and then acting on what we hear. Our EVP work is key to maintaining and enhancing our culture and making Jensten Group a fantastic place to work, learn and grow. 

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