IT Service Delivery Manager
Location: Central London (Hybrid – 3 days office based, 2 days from home)Rate: Dependant on ExperienceContract: PermanentStart Date: ASAP
Looking for an opportunity where you can take ownership of IT service delivery and play a key role in driving digital improvement across a growing business? This is an opportunity for an experienced IT Service Delivery Manager to oversee the day‑to‑day delivery of IT services across a fast‑paced organisation, ensuring a secure, responsive, and high‑performing IT environment.
You will act as the key interface between the business and external managed service providers, taking ownership of service delivery, supplier performance, escalations, and continuous improvement initiatives across the wider IT function.
Responsibilities
- Manage relationships with MSPs and external IT suppliers, ensuring SLAs and KPIs are achieved
- Oversee IT helpdesk performance, escalations, incident trends, and root cause analysis
- Act as an escalation point for complex infrastructure and end‑user support issues
- Manage user lifecycle processes including onboarding, offboarding, and access governance
- Support administration across Office 365, Azure, Entra ID, SharePoint, and wider Microsoft environments
- Coordinate IT equipment deployment, asset management, and site setup activities
- Support security compliance across Cyber Essentials, ISO 27001 principles, and internal governance requirements
- Drive digital and process improvement initiatives aligned with wider business strategy
- Maintain IT documentation, governance processes, and operational standards
Qualifications
- Previous experience operating as an IT Service Delivery Manager within a customer‑facing environment
- Experience managing MSPs, IT suppliers, and service delivery against SLAs and KPIs
- ITIL (V4/V5) experience or certification
Benefits
- Permanent position within a growing and evolving business
- Hybrid working model with flexibility around business requirements
- Opportunity to play a key role in shaping IT service delivery and digital improvement initiatives
- Exposure to a broad Microsoft and infrastructure environment
- Collaborative and supportive working culture with long‑term progression opportunities
If you’re an experienced IT Service Delivery Manager looking for a role where you can drive service improvement, influence digital strategy, and take ownership of operational IT delivery, get in touch for a confidential discussion.
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