Job Specifications
Northampton
Ref: VA3557
#OFE
Benefits
£50-60k per annum
29 days holiday including public holidays plus additional days with service
Pension contributions
Referral bonus scheme
Enhanced parental leave
Enhanced sick pay
Wagestream—a Financial Wellbeing app giving you ultimate pay control! Get paid when you want, save monthly, enjoy shopping discounts, explore your benefits, and even connect with a financial coach.
Talk to us about flexible working
VIP Awards – colleague recognition scheme
Cycle to work scheme
Benefits App – virtual GP appointments, employee assistance programme (EAP), cycle to work, high street discounts, discounted vehicle maintenance & repairs and so much more!
Steer Academy provides accredited ongoing training – paid for by the business
Opportunities for career progression
Role Overview
Steer Automotive Group is looking for an experienced Service Delivery Manager to lead our IT Service Desk function and drive service excellence across a growing multi-site organisation.
This is a key operational leadership role, responsible for ensuring our IT services are stable, secure, and aligned with business priorities. You’ll manage a small service desk team, act as the escalation point for major incidents, and play a central role in shaping service performance, governance, and continual improvement.
If you thrive in fast-paced environments, enjoy working closely with senior stakeholders, and have a passion for delivering high-quality IT support at scale - we’d love to hear from you.
Key Responsibilities
Service Delivery & Operations
Own day-to-day IT service delivery across all Steer business units
Ensure services remain stable, responsive, and aligned to operational needs
Lead joiner, mover and leaver processes with a strong focus on day-one readiness
Incident & Major Incident Management
Take ownership of Incident and Major Incident Management within the Service Desk
Ensure incidents are logged, prioritised and resolved within agreed SLAs
Coordinate major incident response with clear communication and rapid restoration
Lead post-incident reviews, root cause analysis, and corrective action tracking
Use incident trends to improve resilience and reduce repeat issues
Service Requests & IT Asset Procurement
Coordinate service requests across the organisation in line with business impact
Oversee ordering, provisioning, recovery and reallocation of IT equipment
Enforce asset standards and challenge non-standard requests to reduce risk and cost
Cyber Security & Compliance
Ensure daily security checks are completed and risks escalated appropriately
Support cyber assurance activities, audits and customer security requirements
Help enforce Steer security policies across users, suppliers and services
Reporting, KPIs & Governance
Own Service Desk performance reporting and KPI visibility
Build and maintain the IT KPI pack with inputs from Technical Services and Applications
Produce daily, weekly and monthly reporting on SLAs, backlog and trends
Maintain a monthly Risk Register including cyber risks for senior leadership
Blueprint & Supplier Management
Support adoption of the Steer IT Blueprint and prevent unmanaged technology sprawl
Act as the operational interface with key IT suppliers
Lead service reviews, challenge underperformance and drive improvement
Manage stakeholder expectations across Managing Directors and operational teams
Qualifications and Skill
Strong IT Service Management (ITSM) expertise and Service Desk leadership
Extensive experience in IT security architecture and advanced IT support
Strong technical knowledge of:
- Microsoft 365
- Networking protocols, VPNs, firewalls
- Cloud platforms, telephony systems
- HP hardware and enterprise infrastructure
Experience supporting a multi-regional environment (2,000+ users)
Proven ability to manage senior stakeholders and business-critical escalations
Deep understanding of IT security best practices
Why Join Us?
At Steer Automotive Group, IT plays a critical role in enabling our continued growth and operational success. You’ll be joining a forward-thinking team where service delivery, security and continuous improvement are at the heart of everything we do.
This is an exciting opportunity to make a real impact at scale.
About the Company
Steer Automotive Group
''Trusted by the UK's leading insurers and driven by a measurably different repair experience''
Steer Automotive Group is an award-winning company with over 30 years of knowledge and expertise within the vehicle body repair sector. Having originated in the Midlands, the business is expanding rapidly and now has sites across the UK.
We are dynamic in our approach and geared to completing outstanding repairs, by combining the latest techniques and most effective technology with delivering excellent cu...
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