support for all business applications within our IT portfolio. Key responsibilities include assisting end users with application-related issues, monitoring applications, performing proactive and reactive maintenance, and driving continuous service improvements. As a customer-facing role, it demands a collaborative team player with a proactive approach to learning and a commitment to delivering timely solutions to complex challenges. Strong … communication skills are essential, as you will engage regularly with internal and external cross-functional teams to ensure effective issue resolution and seamless servicedelivery Specific Responsibilities: Management of 3rd party support service Daily stand-up call with the 3rd party support team Ensuring processes have been followed Identifying gaps and driving service improvements Guiding the … team to prioritise Business Critical activities. Operations & ServiceDelivery Monthly reporting on incidents, requests, and problems Building relationships with business stakeholders and end users Ticket Analysis to identify recurring issues and propose permanent solutions Identification and proposal of automation opportunities in support activities Attending weekly CAB, presenting changes to be implemented by the Application Support team Ensuring housekeeping More ❯
platforms that support global business operations and the associated applications estate. The role requires a proactive leader who can drive IT operational excellence, manage security risks, focus on continual service improvement, drive transformational delivery projects, and work effectively with internal stakeholders and third-party vendors to deliver a high-quality Global IT services. Working in line with the … mitigate cyber threats using SIEM, endpoint security, and vulnerability management tools. • Networking & Infrastructure Security: Understanding of firewalls, VPNs, SD-WAN, DNS security, endpoint protection, and cloud security controls. • IT Service Management & Automation: Experience implementing ITIL-based service management, automating operational tasks, and optimising service delivery. Operational & Leadership Skills: • IT Operations & Service Continuity: Ability to ensure IT … resilient, and fit for purpose, with a strong focus on business continuity and disaster recovery. • Supplier & Vendor Management: Experience managing third-party IT vendors, MSPs, and SaaS providers, ensuring service levels, performance, and cost-effectiveness. • Project Leadership & Change Management: Ability to lead technology projects, system upgrades, and platform migrations, ensuring smooth execution and minimal business disruption. • Process Improvement & Automation More ❯
stable and high-performing operation of applications across our Retail Technology business. This role plays a critical part in managing support teams, refining support processes and tools, and driving service excellence for our SaaS offerings, in-house applications, and third-party systems. You will collaborate closely with stakeholders from TechOps, IT Service Desk, Engineering, and Business teams to … ensure seamless service delivery. Additionally, you will contribute to the ongoing modernization of our technology stack, ensuring we continuously improve and innovate our application support strategies Key Responsibilities: Own Application Support Lifecycle: Ensure end-to-end support for critical business applications, meeting SLAs and availability targets. Incident & Problem Management: Lead resolution and root cause analysis for all Retail application … Engage with business, development, and infrastructure teams to address pain points and ensure smooth change and release transitions. Vendor Oversight: Manage third-party vendor performance and ensure accountability for service delivery. Service Monitoring & Metrics: Define and track KPIs, dashboards, and metrics to measure support quality and team performance. Proactive Monitoring: Drive proactive detection and prevention of incidents across More ❯
across their UK and European offices. This is a key hire within their Technology Services function, reporting into the Infrastructure & Security Manager. You'll lead day-to-day IT servicedelivery helping manage the internal support team and 3rd party providers - while also driving continuous improvement across user support, service processes, and operational tooling. The business is … are run. They've got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate. Core Responsibilities: Lead and manage IT Service Desk operations, ensuring strong performance and user satisfaction. Act as escalation point for major incidents - coordinating resolution and keeping stakeholders informed. Take ownership of Incident, Request, and Escalation processes … and chair CAB meetings. Support desktop, mobile, and office IT environments - including vendor relationships, licensing and asset management. Work closely with internal teams and external partners to align on service improvement priorities. Occasionally travel to European offices when required. Key Experience We're Looking For: Solid experience in a technical operations, IT servicedelivery, or serviceMore ❯
transform secured finance through innovation, reliability, and customer-first thinking. Your Opportunity to Deliver Excellence and Build Impactful Relationships! Are you a customer-focused operations expert who thrives on service quality, stakeholder management, and problem-solving? We're looking for a ServiceDelivery Manager to join our collaborative team and be a trusted partner to our customers … post-implementation. In this role, you'll be the key point of contact for live customers, owning service performance, managing upgrades, resolving issues, and building long-term relationships. You'll work across teams to ensure smooth operations, continuous improvement, and high customer satisfaction. If you're passionate about service excellence, proactive communication, and operational success, this is your … chance to make a measurable difference at Lendscape. The ServiceDelivery Manager is responsible for ensuring the effective and efficient delivery of services to customers, with a strong focus on maintaining high service levels and enhancing the overall customer experience. The role involves working closely with a cross-functional team dedicated to supporting live customers, driving More ❯
mitigate cyber threats using SIEM, endpoint security, and vulnerability management tools. Networking & Infrastructure Security: Understanding of firewalls, VPNs, SD-WAN, DNS security, endpoint protection, and cloud security controls. IT Service Management & Automation: Experience implementing ITIL-based service management, automating operational tasks, and optimising service delivery. Operational & Leadership Skills: IT Operations & Service Continuity: Ability to ensure IT … resilient, and fit for purpose, with a strong focus on business continuity and disaster recovery. Supplier & Vendor Management: Experience managing third-party IT vendors, MSPs, and SaaS providers, ensuring service levels, performance, and cost-effectiveness. Project Leadership & Change Management: Ability to lead technology projects, system upgrades, and platform migrations, ensuring smooth execution and minimal business disruption. Process Improvement & Automation … years, Buy before Build mentality and demonstrable migration of Legacy VM based estates to SaaS and Azure Cloud services platforms, Global Operational team management experience (human resources, strategic delivery, operational service, audit lead for Infra, budget ) Key 3 rd party operational infrastructure vendor management - i.e. management of managed service partners as a team extension globally, as well More ❯
team reports into the Application Support Manager and are responsible for all aspects pertaining to maintenance of the estate from ticket resolution to minor upgrades and patching. Quality of servicedelivery & support is key, as is a knowledge of application development/integration and an appreciation of infrastructure design within a legal framework/architecture. Strong problem-solving … a team to provide second and third line support and resolution for incidents and problems within an ITIL framework. Collaborate with the application development teams to ensure supportable solution delivery and quality assure systems as they move from development into test and live. Collaborate with the project delivery team to ensure adequate support models are in place for … new applications or products delivered. Work as part of a team to deliver projects to improve systems manageability & supportability (in house & 3rd party) within the Change Management delivery process. Participate in DR invocation and testing and provide maintenance and monitoring of DR/BCP readiness. Creation of technical documentation and facilitation of hand-over for development projects Monitor and More ❯
platforms that support global business operations and the associated applications estate. The role requires a proactive leader who can drive IT operational excellence, manage security risks, focus on continual service improvement, drive transformational delivery projects, and work effectively with internal stakeholders and third-party vendors to deliver a high-quality Global IT services. Working in line with the … mitigate cyber threats using SIEM, endpoint security, and vulnerability management tools. Networking & Infrastructure Security: Understanding of firewalls, VPNs, SD-WAN, DNS security, endpoint protection, and cloud security controls. IT Service Management & Automation: Experience implementing ITIL-based service management, automating operational tasks, and optimising service delivery. Operational & Leadership Skills: IT Operations & Service Continuity: Ability to ensure IT … resilient, and fit for purpose, with a strong focus on business continuity and disaster recovery. Supplier & Vendor Management: Experience managing third-party IT vendors, MSPs, and SaaS providers, ensuring service levels, performance, and cost-effectiveness. Project Leadership & Change Management: Ability to lead technology projects, system upgrades, and platform migrations, ensuring smooth execution and minimal business disruption. Process Improvement & Automation More ❯
platforms that support global business operations and the associated applications estate. The role requires a proactive leader who can drive IT operational excellence, manage security risks, focus on continual service improvement, drive transformational delivery projects, and work effectively with internal stakeholders and third-party vendors to deliver a high-quality Global IT services. Working in line with the … support roles/services as a requirement, across multiple technical areas. The role requires the ability to "lead by example" and perform line management for direct reports and manage service partners reporting into the function. Additional responsibilities are to respond to support requests by Key Responsibilities: IT Operations & Cloud Platform Management Lead the transitional journey from a hybrid IT … lifecycles, for both legacy cloud assets and proposed cloud solutions. Provide support (technical and resource management) to the wider IT product teams. Vendor & Supplier Management Manage relationships with cloud service providers, third-party vendors, and MSPs, ensuring optimal servicedelivery and value for investment. Negotiate cloud service agreements, monitor SLAs, and ensure vendor compliance with security More ❯
two high-priority enterprise initiatives: The successful completion and stabilization of the organization's new S/4HANA-based Customer Information and Billing System, a cornerstone for future customer service innovation and operational efficiency. A cross-functional, enterprise-wide regulatory effort, where the CIO will play a central role in supporting the development and defense of a comprehensive rate … Executive team. Develop and execute a multi-year IT & Cybersecurity roadmap aligned with business objectives. Establish and achieve performance metrics for the division, ensuring innovation, operational excellence, customer-focused service, compliance, accountability, and alignment with desired business outcomes. Enterprise Systems and Business Applications: Oversee the strategic direction, performance, operability, availability, management, and continuous improvement of IT-supported enterprise and … lifecycle-management program. Systems Information & Digital Transformation: Continuously evaluate emerging technologies and trends, and recommend andchampion the adoption of advanced technologies and integration strategies to support innovation, operational excellence, servicedelivery and customer satisfaction.Ensure seamless execution of IT projects with business goals and superior project delivery standards. Cybersecurity, Risk Management & IT Governance: Oversee the development, implementation and More ❯
two high-priority enterprise initiatives: The successful completion and stabilization of the organization's new S/4HANA-based Customer Information and Billing System, a cornerstone for future customer service innovation and operational efficiency. A cross-functional, enterprise-wide regulatory effort, where the CIO will play a central role in supporting the development and defense of a comprehensive rate … Executive team. Develop and execute a multi-year IT & Cybersecurity roadmap aligned with business objectives. Establish and achieve performance metrics for the division, ensuring innovation, operational excellence, customer-focused service, compliance, accountability, and alignment with desired business outcomes. Enterprise Systems and Business Applications: Oversee the strategic direction, performance, operability, availability, management, and continuous improvement of IT-supported enterprise and … management program. Systems Information & Digital Transformation: Continuously evaluate emerging technologies and trends, and recommend and champion the adoption of advanced technologies and integration strategies to support innovation, operational excellence, servicedelivery and customer satisfaction. Ensure seamless execution of IT projects with business goals and superior project delivery standards. Cybersecurity, Risk Management & IT Governance: Oversee the development, implementation More ❯
Responsible for overseeing the day-to-day operations of the IT operations functions including Cloud infrastructure operations and disaster recovery. Management of outsourced service provider activities including IT service levels, audit, compliance, IT controls and disaster recovery activities. What you will be doing: Operations Management Act as initial point of contact and escalation for Cloud infrastructure operations. Ensure … all requests and escalations from users for service support and system changes are handled promptly and effectively monitor the key performance indicators and SLAs. Review and develop procedures and working practices for the efficient and effective running of all tasks associated with operating and controlling the Cloud infrastructure. Ensure that robust availability monitoring and capacity planning procedures are in … place to ensure the resilience of operational services. Work with the wider IT team and managed service provider on the delivery of IT projects and cyber security remediation activities. Attend service reviews and carry out performance report reviews. Assist with maturing IT service management principles including governance, policies, processes, procedures, and standards. Identify opportunities for optimisation More ❯
looking for a security-focused, results-oriented individual who thrives in a collaborative, team-focused culture. You will work closely with IT and OT network managers, suppliers, business stakeholders, service owners, and your team to ensure the delivery of secure, reliable, and resilient network services across Thames Water. We are seeking a Network Security Manager to lead and … manage the end-to-end BAU (Business As Usual) servicedelivery for network security across Operational Technology (OT) and Information Technology (IT). You will be responsible for maintaining robust security controls, managing suppliers, mitigating operational risk, and ensuring compliance with industry standards to protect Thames Water's critical infrastructure. What you'll do as a Network Security … changes affecting the network threat surface. Governance & Compliance: Ensure network environments comply with regulatory obligations (NIST, CAF, etc.). Apply cybersecurity standards and maintain systems according to approved design. ServiceDelivery & Operations: Lead key service management processes (Continuity, Capacity, Availability). Attend incident/problem bridges as the subject matter expert. Review root cause analyses (RCAs) and More ❯
About the job As a Technical Lead (In Ops- ServiceNow) specializing in core ServiceNow modules such as App Engine, IT Service Management (ITSM), IT Operations Management (ITOM), Security Operations (SecOps), and HR Service Delivery. Strong understanding of the ServiceNow platform's architecture, integration capabilities, and custom application development you will spearhead the design, development, and ongoing enhancement of … complex business challenges with innovative solutions while transforming the P&C insurance value chain. We achieve this through strong engineering foundation and continuously refining our processes, methodologies, tools, agile delivery teams, and core engineering archetypes. Our core expertise lies in six key areas: Cloud Engineering, Application Engineering, Data Engineering, Core Engineering, Quality Engineering, and Domain expertise. Join a team … practices, standards, and architecture principles. Act as a key advisor to senior management on technology trends, innovations, and opportunities to enhance business operations. Oversee and manage end-to-end delivery of IT projects, ensuring they are completed on time, within budget, and aligned with business objectives. Collaborate with stakeholders across departments to understand business requirements and translate them into More ❯
About the job As a Technical Lead (In Ops- ServiceNow) specializing in core ServiceNow modules such as App Engine, IT Service Management (ITSM), IT Operations Management (ITOM), Security Operations (SecOps), and HR Service Delivery. Strong understanding of the ServiceNow platform's architecture, integration capabilities, and custom application development you will spearhead the design, development, and ongoing enhancement of … complex business challenges with innovative solutions while transforming the P&C insurance value chain. We achieve this through strong engineering foundation and continuously refining our processes, methodologies, tools, agile delivery teams, and core engineering archetypes. Our core expertise lies in six key areas: Cloud Engineering, Application Engineering, Data Engineering, Core Engineering, Quality Engineering, and Domain expertise. Join a team … practices, standards, and architecture principles. Act as a key advisor to senior management on technology trends, innovations, and opportunities to enhance business operations. Oversee and manage end-to-end delivery of IT projects, ensuring they are completed on time, within budget, and aligned with business objectives. Collaborate with stakeholders across departments to understand business requirements and translate them into More ❯
user-facing role requires strong communication skills, a solid technical foundation, and a proactive approach to troubleshooting. You’ll be part of a collaborative IT Operations team focused on service excellence and continuous improvement. Key Responsibilities Deliver responsive and effective 1st and 2nd line support to internal users, both remotely and onsite. Diagnose and resolve hardware, software, and network … user accounts, permissions, and group policies in Active Directory. Provide technical support for Microsoft 365 applications, Windows OS, and mobile devices. Act as the first point of contact for service desk tickets, ensuring timely resolution and clear communication. Support hardware provisioning, setup, and troubleshooting including laptops, desktops, and peripherals. Collaborate with 3rd line engineers on escalations and contribute to … IT documentation and knowledge sharing. Maintain asset tracking and ensure compliance with IT policies and procedures. Key Requirements Previous experience in a desktop support or IT service desk role providing 1st/2nd line support. Proficient in Windows 10/11, Microsoft 365, and Active Directory administration. Experience with common desktop hardware and peripherals, including troubleshooting and setup. Strong More ❯
user-facing role requires strong communication skills, a solid technical foundation, and a proactive approach to troubleshooting. You’ll be part of a collaborative IT Operations team focused on service excellence and continuous improvement. Key Responsibilities Deliver responsive and effective 1st and 2nd line support to internal users, both remotely and onsite. Diagnose and resolve hardware, software, and network … user accounts, permissions, and group policies in Active Directory. Provide technical support for Microsoft 365 applications, Windows OS, and mobile devices. Act as the first point of contact for service desk tickets, ensuring timely resolution and clear communication. Support hardware provisioning, setup, and troubleshooting including laptops, desktops, and peripherals. Collaborate with 3rd line engineers on escalations and contribute to … IT documentation and knowledge sharing. Maintain asset tracking and ensure compliance with IT policies and procedures. Key Requirements Previous experience in a desktop support or IT service desk role providing 1st/2nd line support. Proficient in Windows 10/11, Microsoft 365, and Active Directory administration. Experience with common desktop hardware and peripherals, including troubleshooting and setup. Strong More ❯
Directory, Azure AD, Desktop Software Support, MS Suite of Applications, Apple MAC, iPhones, iPad's, Android, On-Premises and Remote Devices, Tablets, Laptops, Handheld Devices, PowerShell, ITSM, ITIL, IT Service Desk Software - Heat, Remedy or ServiceNow etc. About the Organisation: Join a respected and forward-thinking organisation dedicated to delivering high-quality technical and professional education. With a mission … maintaining and enhancing IT services that support a wide range of educational programs-from further and higher education to apprenticeships and community learning. Key Responsibilities: Collaborating with the IT ServiceDelivery Manager on training, skills matrices, and project leadership. You will deliver high-quality 2nd/3rd line support for Windows 10/11, Apple Mac, mobile devices … . Lead incident and problem management processes, ensuring timely resolution and root cause analysis reporting. Maintain accurate records in ITSM platforms (e.g., ServiceNow, Remedy, HEAT). Support ITIL-aligned servicedelivery and act as a core member of the Technical Change Board. Mentor junior IT engineers and manage service queues to ensure SLA compliance. Provide flexible support More ❯
Directory, Azure AD, Desktop Software Support, MS Suite of Applications, Apple MAC, iPhones, iPad's, Android, On-Premises and Remote Devices, Tablets, Laptops, Handheld Devices, PowerShell, ITSM, ITIL, IT Service Desk Software - Heat, Remedy or ServiceNow etc. About the Organisation: Join a respected and forward-thinking organisation dedicated to delivering high-quality technical and professional education. With a mission … maintaining and enhancing IT services that support a wide range of educational programs-from further and higher education to apprenticeships and community learning. Key Responsibilities: Collaborating with the IT ServiceDelivery Manager on training, skills matrices, and project leadership. You will deliver high-quality 2nd/3rd line support for Windows 10/11, Apple Mac, mobile devices … . Lead incident and problem management processes, ensuring timely resolution and root cause analysis reporting. Maintain accurate records in ITSM platforms (e.g., ServiceNow, Remedy, HEAT). Support ITIL-aligned servicedelivery and act as a core member of the Technical Change Board. Mentor junior IT engineers and manage service queues to ensure SLA compliance. Provide flexible support More ❯
Directory, Azure AD, Desktop Software Support, MS Suite of Applications, Apple MAC, iPhones, iPad's, Android, On-Premises and Remote Devices, Tablets, Laptops, Handheld Devices, PowerShell, ITSM, ITIL, IT Service Desk Software - Heat, Remedy or ServiceNow etc. About the Organisation: Join a respected and forward-thinking organisation dedicated to delivering high-quality technical and professional education. With a mission … maintaining and enhancing IT services that support a wide range of educational programs-from further and higher education to apprenticeships and community learning. Key Responsibilities: Collaborating with the IT ServiceDelivery Manager on training, skills matrices, and project leadership. You will deliver high-quality 2nd/3rd line support for Windows 10/11, Apple Mac, mobile devices … . Lead incident and problem management processes, ensuring timely resolution and root cause analysis reporting. Maintain accurate records in ITSM platforms (e.g., ServiceNow, Remedy, HEAT). Support ITIL-aligned servicedelivery and act as a core member of the Technical Change Board. Mentor junior IT engineers and manage service queues to ensure SLA compliance. Provide flexible support More ❯
IT services and applications. Implement and maintain monitoring systems to proactively identify and resolve issues. Application Support: Manage application support activities to ensure the prompt resolution of incidents and service requests. Collaborate with the Application Support Manager to develop and implement effective support processes and documentation. Ensure all applications are updated, patched, and maintained in line with best practices. … Technical Project Management: Oversee the planning, execution, and delivery of technical projects. Work closely with the Technical Project Manager to ensure projects are completed on time, within scope, and budget. Facilitate communication and collaboration between project teams and stakeholders. Cyber Security and Compliance: Ensure the implementation and adherence to cyber security policies and procedures. Collaborate with the Cyber Security … plans and ensure thorough testing. Ensure quality assurance processes are followed to maintain high standards. Strategic Planning and Improvement: Develop and implement strategies to enhance digital operations and IT service delivery. Identify opportunities for process optimisation and efficiency gains. Stakeholder Communication: Act as the primary point of contact for all digital operations-related matters. Provide regular updates to senior More ❯
faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support Identify risks to customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness Establish relationships with customer executive sponsors, speaking on a frequent cadence … to strengthen relationships while uncovering new service and product opportunities for the account team Monitor key performance metrics like customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics Proactively engage Customer Support, Product … results working as a reliable advisor to drive business value for customers Good knowledge and experience with GainSight, SFDC, GoogleSuite systems or equivalent tools Possibly holds Project Management or ServiceDelivery qualifications such as PMP, PRINCE2, and ITIL Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently More ❯
ServiceDelivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite) Here at Burns Sheehan, we are working exclusively with a leading name in the Real Estate sector as they look to hire a ServiceDelivery Manager to join their Technology Services function on an initial 12-month fixed-term basis. This is a … hybrid role that sits between ServiceDelivery and Helpdesk Management where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management. The business is medium-sized (150 people … without the red tape of a large corporate. Core Responsibilities: Lead the day-to-day operations of the internal IT support team Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly Maintain oversight of core ITSM processes which includes - incident, request, and change management Participate in weekly delivery/ More ❯
ServiceDelivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite) Here at Burns Sheehan, we are working exclusively with a leading name in the Real Estate sector as they look to hire a ServiceDelivery Manager to join their Technology Services function on an initial 12-month fixed-term basis. This is a … hybrid role that sits between ServiceDelivery and Helpdesk Management where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management. The business is medium-sized (150 people … without the red tape of a large corporate. Core Responsibilities: Lead the day-to-day operations of the internal IT support team Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly Maintain oversight of core ITSM processes which includes - incident, request, and change management Participate in weekly delivery/ More ❯
Piccadilly One is seeking a highly professional and experienced IT VIP Support ServiceDelivery Manager to provide exceptional End User Computing (EUC) support to a select group of under 100 VIP users at our client's London Head Office. This is a dedicated onsite role, requiring a proactive, hands-on approach to ensure seamless IT servicedelivery … and support meeting rooms, ensuring AV equipment, conferencing tools, and connectivity are fully operational. Provide hands-on support for critical business applications and ensure rapid resolution of incidents and service requests. Act as the liaison between VIP users and the wider IT Operations Team, escalating and coordinating support as needed. Maintain detailed documentation of user setups, preferences, and support … with a customer-first mindset. Ability to work independently, manage priorities, and remain calm under pressure. Strong problem-solving skills and attention to detail. Familiarity with ITIL practices and service management tools (e.g., ServiceNow) is a plus. Working Conditions: On-site presence required 5 days a week at the London Head Office. Occasional out-of-hours support may be More ❯
