Summary

What you'll do

As a Service Delivery Manager, you will lead Notting Hill Genesis' IT support operations, ensuring seamless service delivery that empowers our teams to deliver exceptional housing services. Your role combines technical leadership with strategic oversight, driving efficiency through ITIL-aligned processes and maximising the power of ServiceNow to meet business goals. You'll shape a team that keeps NHG's technology running smoothly while fostering a culture of continuous improvement.

How you'll do it

• Team Leadership: Manage a team providing first and second-line IT support, mentoring staff through 1:1s, appraisals, and training to meet SLAs/KPIs.
• ServiceNow Ownership: Act as product owner for ServiceNow, optimising its use across NHG and delivering an improvement roadmap aligned with business priorities.
• Incident & Problem Management: Proactively identify and escalate P1 issues, resolve process gaps, and embed ITIL frameworks (Incident, Problem, Change Management).
• Asset & Vendor Coordination: Oversee IT asset management and liaise with third-party providers to ensure seamless system support and compliance.
• Continuous Improvement: Refine IT service delivery through data-driven insights, ensuring alignment with NHG's operational and regulatory requirements.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

We're seeking a Service Delivery Manager who blends technical expertise with inspirational leadership. You'll bring:

Essential:

• ITIL Foundation certification (or higher) and a strong IT technical background, including hands-on experience with ServiceNow.
• Proven track record in managing IT support teams, with exceptional skills in complaint handling, time management, and cross-departmental collaboration.
• Deep understanding of ITIL processes and experience embedding them into daily operations.
• Excellent communication skills, capable of translating technical details into actionable insights for non-technical stakeholders.

Desirable:

• Experience in social housing or regulated sectors

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential. Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.

For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 30 April 2025

Step 2: Successful candidates will be invited to interview and assessment

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.  

Should a redeployee apply for this role, their application will be considered before any others.

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a Basic check via Disclosure and Barring Service (DBS)

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.