About this role
Opencast is adding an IT Service Delivery Manager to its Operations work in Newcastle, United Kingdom. It is an Operations role, and the posting is filed under that category. Working hours are spent in the Newcastle office, not remotely. Anyone applying should be at manager-level, or close to it. Read the full posting below for the requirements and the application link. The commitment is full-time.
Your Career Hunter matched this listing against the employer's careers page on Nov 7, 2026.
Job Overview
Job description provided by Opencast.
Opencast is looking for an experienced IT Service Delivery Manager to lead its Service Desk and play a pivotal role in how IT supports the business. The postholder will own the day-to-day running of the service desk, maintaining and improving ITIL-aligned processes and helping keep the firm's ISO 20000-1 certification in good shape. This is a hands-on role, working as part of the team handling incidents and requests up to third line and acting as an escalation point when needed. The manager will work with teams across Opencast to provide high standards of support, ensuring people can make the best use of technology, based primarily at the Newcastle headquarters. Applicants need experience leading or supervising a service desk, including managing workload, priorities and performance against service level agreements. Working knowledge of ITIL is required, with hands-on experience running core service management processes covering incident, problem, change, request and knowledge management. The role also involves managing and reporting from an ITSM platform, performing root cause analysis to prevent recurring issues, and developing technical documentation and knowledge base articles. Experience mentoring junior team members, delivering support and training to end users, and supporting proactive system monitoring are also sought. The salary is £44,000 to £50,000 a year, with a 7% employer pension contribution, share options, a discretionary bonus and 25 days' holiday, and applications go to careers@opencastsoftware.com.