Helpdesk and Service Delivery Manager
Description
Who We Are
At Cornmarket, we look after the financial wellbeing of public servants and their families. We’ve been focused on public sector employees for over 50 years, learning how to bring our clients the best financial services – from car, home, health and life insurance, to income protection, retirement planning and beyond.
Role Purpose
A Helpdesk and Service Delivery Manager (SDM) oversees IT support operations, ensuring high-quality, efficient service delivery that meets client expectations and SLA targets. Key duties include leading support teams, managing ITIL-based incident/problem management, nurturing client relationships, reporting on performance metrics (KPIs), and ensuring technical infrastructure reliability.
Accountabilities of the Role
Service Desk Leadership: Oversee daily operations of Helpdesk, liaising with different support teams in Cornmarket and helpdesk outsourcing partner
SLA& KPI Management:Define, monitor, and report on Key Performance Indicators and Service Level Agreements to ensure compliance and quality.
Client Relationship Management:Act as the primary point of contact for service-related matters, managing expectations and ensuring high customer satisfaction.
Incident & Problem Management:Lead root cause analysis, troubleshoot recurring issues, and manage major incident escalations with our third parties.
Operational Excellence:Implement ITIL processes, ensure system availability, and manage vendor relationships.
Change Management: Manage change management, SAR request, Patching support for Cornmarket
Project management: manage small infrastructure projects
Skills, Experience and Behavioural Competencies Required
Experience:4-5 years in a client-facing IT Service Management role, ideally within a Managed Service Provider (MSP) environment.
Frameworks: Solid knowledge of ITIL methodologies (v3 or v4).
Technical Knowledge: Familiarity with ITSM tools (e.g.,ServiceNow) and IT infrastructure.
Soft Skills: Strong leadership, communication, negotiation, and analytical skills.
Education: A degree in IT, Business, or equivalent experience.
Common Qualifications
ITIL Foundation/Manager Certification.
Experience with ticketing systems and service desk monitoring tools.
What We Can Offer You
Flexible working from home options
Significant investments in professional development
Annual leave that increases based on service, plus two additional company days
Flexi leave (option to take additional annual leave)
Life leave
Attractive pension contribution rates
Health insurance or wellness subsidy
Working abroad policy
Fully paid family leave types (maternity/paternity/surrogacy)
Performance based bonus or commission
Income protection
Life cover
Discounts on financial products
Excellent health & wellbeing programme
Wellness Wednesdays
Equal Opportunities & Data Privacy Notice
Cornmarket is committed to building an inclusive workplace environment. We’re proud to be an equal opportunity employer, striving to create a welcoming environment. All qualified applicants will be considered for employment without regard to age, disability, ethnic background, family status, gender identify or expression, marital status, membership of the Traveller Community, national origin, race, religion, sexual orientation.
We are also committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact our Talent Acquisition Team.