Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen.

We’re home to the UK’s largest choice of properties and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what’s on the market.

Location: London - Hybrid (2 Days) – Travel to Milton Keynes Required

Reports to: Head of IT Service and Operations

We’re looking for an experienced IT Service Delivery Manager to lead our internal IT service function.

This is a senior leadership role for someone who can comfortably move between setting the strategy and making it happen.

You’ll lead a team of around 10 to 20 people, including managers, across our Service Desk and Service Analyst teams. You’ll set the direction for how we deliver brilliant IT services to our people, then stay close enough to the operation to make sure that direction translates into real improvements.

We’re not looking for someone who only operates at strategy level. Equally, we’re not looking for someone whose experience has mainly been running the day-to-day service desk.

We need someone who can do both.

You’ll understand what great internal IT service looks like in a fast-paced organisation of 1,000+ employees, and you’ll know how to build the people, processes, technology and measures needed to deliver it.

Your customers will be our colleagues, so significant experience leading IT service delivery within an in-house IT function is essential for this role.

What you’ll be doing

Set the direction for IT service delivery: Develop and implement an IT service delivery strategy that supports our wider technology and business priorities. You’ll turn that strategy into a practical roadmap, with clear priorities, measures and accountability.

Lead and develop the team: Lead a service function of around 10 to 20 people, including managers and their teams. You’ll create clarity around expectations, build capability and develop your managers to lead high-performing, customer-focused teams.

Lead from the front: Stay close to the reality of the service. You won’t be expected to personally resolve every ticket, but you will understand what is happening, get involved when it matters and be comfortable rolling up your sleeves during major incidents, service challenges or periods of significant change.

Own the internal Service Desk: Take leadership accountability for our internal IT Service Desk, ensuring our people receive responsive, pragmatic and consistently high-quality support.

Raise the bar on service: Look beyond whether SLAs have been met. Use data, employee feedback and operational insight to identify friction, improve the experience and continually evolve the way we deliver IT services.

Strengthen incident and problem management: Ensure incidents are handled effectively and problems are addressed at the root cause. When something significant happens, you’ll bring the right people together, create clarity and drive it through to resolution.

Use data to drive better decisions: Define and own meaningful KPIs across service performance, employee experience, demand, capacity, incidents and continuous improvement. You’ll use the data to spot patterns and make decisions, rather than simply reporting the numbers.

Build strong stakeholder relationships: Work closely with senior leaders, technology teams and colleagues across the business. You’ll be comfortable challenging constructively, setting expectations and explaining technical issues in straightforward language.

Improve how we work: Champion practical service management practices, including ITIL where they add value. You’ll simplify processes, remove unnecessary friction and make sure our ways of working keep pace with a fast-moving organisation.

Plan for what comes next: Make sure the team has the right structure, capability and capacity for today, while anticipating what the business will need from IT service delivery in the future.