Service Delivery Lead

About us

Our client is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, and has 39,000 employees in more than 120 territories. They design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Their unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance

Holidays are accrued for PAYE contractors and they get 28days to start off with which increases to 33days after 12weeks.

About the Role:

We are seeking a dynamic and experienced Service Delivery Lead to provide day to day management and support to the IT Operations & Service team . The ideal candidate will have a strong background in Operations management, supplier management, end user support services, and infrastructure, with the ability to provide leadership and guidance to internal, external teams, and strategic partners

What we are looking for in skills and experience

The ideal candidate will have a proven track record in managing best-in-class operations and be able to handle high-stakes operational challenges while delivering reliable, highly resilient, and available service in a fast-paced environment.

Key Responsibilities

• Support day-to-day IT operations across infrastructure, networks, cloud services, and end-user support.
• Manage MSP relationships, ensuring performance while identifying opportunities to in-source key functions.
• Ensure service quality through effective incident, problem, and change management (aligned to ITIL).
• Governance to ensure service is delivered in alignment with agreed KPI's and SLA's cross internal and external delivery partners.
• Maintain system performance, availability, and resilience across all platforms.
• Act as escalation point for Major Incidents liaise with technology leadership team as needed.
• Collaborate with security, architecture, and delivery teams to ensure operational alignment.
• Ensure best practice is followed and appropriate measures are in place to continually review and realign as needed.
• Contribute to the roadmap to build a high-performing IT team focused on accountability and service excellence.
• Oversee vendor contracts, and technology asset management.
• Support compliance, audit readiness, and IT governance activities
  
  What we are looking for in the candidate
  
  Essential:
• Significant experience in IT operations, with experience in hybrid in-house/MSP environments.
• Experience in a startup / scale up environment
• Strong knowledge of infrastructure, networking, cloud platforms (Azure), and IT service management.
• Proven ability to manage MSPs and lead transitions to internal teams.
• Familiarity with ITIL, DevOps CASM;.
• Strong experience of working in Agile environments and practices.
• Experience of running Process maturity frameworks, audits, and improvements using industry best practice such as CMM, and ITSM Maturity models.
• Results driven, will always go the extra mile to deliver expected outcome
• Experience of providing out of hours support for high severity incidents
• Exposure to "follow the sun" support models
• Effective team leadership and stakeholder management skills.
• Strong commercial awareness and problem-solving ability.

Desirable:

• Strong experience of working with Agile delivery methods and practices Personal Attributes
• Able to handle high-stakes operational challenges and deliver reliable, scalable services in a fastpaced environment.
• Meticulous in identifying potential risks and ensuring compliance with standards.
• Proven track record in building and maintaining strong relationships
• Excellent verbal and written communication skills to effectively convey security policies and procedures.
• High ethical standards and a commitment to maintaining confidentiality and trust.
• Ability to stay flexible and adapt to the rapidly changing cybersecurity landscape.
• Works well with other departments and stakeholders to integrate security best practices