Service Delivery Manager
IT Service Delivery Manager
Central London
£70,000 - £80,000 PA
A leading construction engineering organisation undergoing rapid growth through acquisitions is seeking a high-calibre IT Service Delivery Manager. This is a highly acquisitive business with ambitious growth plans over the coming years.
This is a pivotal role within a high-performing IT team, ideal for a proactive leader with a strong technical background and a passion for delivering outstanding service. You'll oversee 1st and 2nd line support teams, take ownership of the ServiceNow platform and play a key role in driving operational maturity, continuous improvement and service optimisation.
You'll also contribute to wider business initiatives, including M&A integration projects, ensuring smooth transitions and consistent service delivery throughout periods of change.
Key Responsibilities
* Lead, coach and develop IT support teams through regular reviews, mentoring and structured development plans
* Own and optimise the ServiceNow platform, driving adoption and alignment with organisational goals
* Manage daily operations, allocate resources effectively and monitor incident and request trends to ensure SLA compliance
* Embed ITIL best practices across all service management disciplines, including Incident, Problem, Change, Release and Major Incident Management
* Oversee third-party service providers, ensuring contractual and performance standards are met
* Identify and address process gaps, implement corrective actions and champion continuous improvement
* Produce and present detailed monthly service reports and performance reviews for key stakeholders
* Handle escalations with professionalism, ensuring timely resolution and high satisfaction levels
* Identify risks to service continuity and implement mitigation strategies to maintain operational stability
* Maintain accurate configuration records (CMDB), service catalogues and internal knowledge bases
* Support IT service integration during mergers and acquisitions, ensuring alignment with business objectives and minimal disruption
Requirements:
* Experience working in IT service delivery within complex or infrastructure-heavy environments (e.g. construction, utilities, transport, or enterprise IT)
* Proven success in managing IT support operations and delivering high-quality IT services
* Strong technical background with hands-on IT support experience
* Deep understanding of ITIL frameworks (Intermediate certification or higher preferred)
* Experienced ServiceNow Administrator or Product Owner
* Inspirational people leader with a proven ability to motivate, develop and manage teams
* Excellent communication and stakeholder management skills
* Strong analytical and organisational abilities, with a proactive approach to problem-solving
- Company
- Context Recruitment Limited
- Location
- London, South East, England, United Kingdom
- Employment Type
- Full-Time
- Salary
- £70,000 - £80,000 per annum
- Posted
- Company
- Context Recruitment Limited
- Location
- London, South East, England, United Kingdom
- Employment Type
- Full-Time
- Salary
- £70,000 - £80,000 per annum
- Posted