Service Delivery Manager

Service Delivery 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 Service Delivery Manager to join their Technology Services function on an initial 12-month fixed-term basis.

This is a hybrid role that sits between Service Delivery 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 across 9 countries), so it’s still agile, with the chance to influence how things 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 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/change meetings, helping to shape the approach and assess business impact
• Guide operational tooling improvements and help prioritise internal service enhancements
• Manage relationships with suppliers for hardware, mobile, and connectivity reviewing contracts and spend

What They’re Looking For:

• Experience in IT Service Delivery or Helpdesk / IT Operations Management
• Managing escalations and working closely with internal teams ensuring service quality
• Good working knowledge of core Microsoft tools – Office 365, Intune, Active Directory
• Familiarity with ITSM platforms (e.g. Freshservice, ServiceNow, Jira)
• Strong communicator - able to work with technical and non-technical stakeholders alike
• Some exposure to change management and helping shape technical delivery would be useful
• ITIL knowledge or equivalent experience preferred

This is a great fit for someone who enjoys variety and thrives in a visible, hands-on service leadership role. While deep technical skills aren’t required, a solid grounding in IT operations and service environments is important.

Sound Interesting? Feel free to Apply and I will get back to you accordingly !!!

Service Delivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite)