1st Step Solutions are supporting a leading M&E Contractor who are looking to appoint an experienced Service Delivery Manager to join their growing IT and Digital function based in London.This is an excellent opportunity for a proactive and technically capable IT professional who enjoys combining supplier management, service improvement, infrastructure oversight, and stakeholder engagement within a fast-paced environment.
The RoleAs Service Delivery Manager, you’ll take ownership of the organisation’s Managed Service Provider (MSP), IT support services, and core infrastructure operations.You’ll play a key role in ensuring IT services are:
SecureReliableResponsiveAligned with business needs and digital strategy objectivesWorking closely with internal stakeholders, external suppliers, and technical teams, you’ll help drive operational efficiency, improve service delivery, and support ongoing digital transformation initiatives.
Key ResponsibilitiesService Delivery & Supplier Management
Act as the main operational contact for MSPs and IT suppliersMonitor supplier performance against SLAs and KPIsLead regular service review meetingsEnsure services align with business and digital strategy goalsSupport supplier governance, contract renewals, and commercial discussionsIT Operations & Support
Oversee the day-to-day IT helpdesk functionManage escalations and coordinate issue resolutionIdentify recurring technical issues and drive improvementsSupport onboarding/offboarding processes for usersEnsure access rights and permissions are maintained securelyMicrosoft & Cloud Technologies
Manage Microsoft 365, Azure, Entra, SharePoint, and related cloud platformsAdminister:User accessIdentity managementLicensingSecurity controlsOversee SharePoint Online structure, permissions, and governanceInfrastructure & Security
Provide oversight of infrastructure environments and MSP-delivered supportSupport security administration and compliance activitiesAssist with:Cyber EssentialsISO 27001 aligned controlsInternal governance requirementsSupport disaster recovery and business continuity planningSystems & Digital Improvement
Administer COINS ERP user accounts and permissionsSupport IT setup for new and existing sitesDrive process improvements and digital transformation initiativesMaintain IT documentation, procedures, and governance recordsWhat We’re Looking ForWe’re looking for someone who combines strong technical knowledge with excellent communication and stakeholder management skills.You should have:
A minimum of 5 years’ experience within ITAt least 4 years within IT Service DeliveryExperience managing third-party suppliers and MSPsStrong troubleshooting and problem-solving skillsExperience working in customer-facing environmentsA proactive and improvement-focused mindsetTechnical Skills & ExperienceCore Infrastructure
Windows Server AdministrationHyper-V and virtualisationPatch management and OS hardeningBackup, failover clustering, and high availabilityIdentity & Access Management
Active Directory / Azure AD / Entra IDGroup Policy (GPO)MFA, SSO, Conditional AccessAzure AD ConnectMicrosoft Technology StackExperience across:
Microsoft 365AzureEntraSharePointExchangeIntuneTeamsPurviewPower PlatformSecurity & Compliance
Microsoft Defender / Security SuiteMicrosoft Sentinel or similar SIEM toolsRBAC, IAM, PAM, XDR, and GRC toolsKnowledge of Cyber Essentials and ISO 27001 controlsNetworking & Connectivity
LAN/WAN technologiesVLANs, switches, and routersVPN and remote access solutionsFirewallsDNS, DHCP, and TCP/IP troubleshootingAutomation & Scripting
PowerShell scriptingPower AutomateUnderstanding of CI/CD principlesCertifications (Desirable)Any of the following would be advantageous:
ITIL FoundationMicrosoft MS-900AZ-900SC-900ITIL Managing ProfessionalSIAM FoundationCyber Essentials PractitionerProfessional memberships such as:
BCSISACA(ISC)²AXELOSIEEECompTIAwould also be beneficial.Package & Benefits
Competitive SalaryHybrid WorkingPrivate Medical InsuranceHealthcare Cash Back PlanLife AssuranceGenerous Annual LeaveEmployee Assistance ProgrammePension SchemeEnhanced Maternity & Paternity PayAdditional Company Discounts & Benefits
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