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Job Role:  IT Service Delivery Manager   

Location: Luton

Job Sector: IT

Hours: 35 hours per week

As the IT Service Delivery Manager, you will contribute to our vision of being the leading residential property manager, as recognised by others by:

  • Leading and developing the team that provides IT support to colleagues across FirstPort
  • Being responsible for the Advanced User Support Team and delivering a first class support service
  • Have matrix management responsibility for aspects of Infrastructure Team

This role reports to the Head of Service Operations and has a team of up to 3 direct reports and up to 10 indirect reports.

About You

As an ITIL certified practitioner you will have a success track record or managing IT service desk and/or end user support teams and want to motivate and management a team to deliver key success in the new year.

Your strong understanding of IT service management processes means you have the ability to demonstrate CSI and successful implementation of change programmes.

Having a solid technical grounding, means you are used to working in a matrix management environment and are comfortable managing small to medium size projects.

Communication comes naturally to you and you love being able to explain complex IT issues in easy to understand ways.

About Us

FirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ home. 

Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential.

Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients.  They shape our culture and are used in measuring and rewarding performance.

Main Responsibilities

  • Managing and coaching all members of team;
  • Ensuring the IT Service Desk is appropriately manned, skilled and meeting service targets;
  • Ensuring the team provide remote and desk-side support to IT users and ensuring end user assets are managed;
  • Meeting with key stakeholders regularly, to address issues and maintain strong relationships;
  • Reporting on the performance of the IT service desk and supporting IT teams;
  • Ensuring new IT services are transitioned to BAU with minimal impact to colleagues;
  • Ensuring that the team can support new IT services as they are implemented;
  • Deliver agreed service improvements, prioritised based on business needs;
  • Management of suppliers, partners and relevant contracts;
  • Looking at all opportunities to reduce demand on the section through training and process improvement (CSI);

Our Values

Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.

The Benefits

Our customers deserve the best and the same applies to our people.  We’ll support you with all of the technology, training and support that you need to do your job well.  We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.


We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click here to apply for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.