Senior Service Delivery Manager
IT Service Delivery Manager - £65,000 - £75,000 + Benefits - London (Hybrid)
We are looking for an experienced IT Service Delivery Manager to lead and enhance IT support services and application delivery within a fast-paced, growing organisation. This is a key role focused on driving service excellence, operational efficiency, and strong stakeholder alignment across the business.
You will take ownership of IT service operations, vendor relationships, and project delivery, ensuring high performance and continuous improvement across the IT function.
Key Responsibilities
- Oversee the day-to-day operations of the IT Service Desk
- Ensure all incidents and service requests are managed within agreed SLAs
- Monitor ticket volumes, performance, and escalation processes
- Produce regular reporting on service metrics, trends, and risks
- Drive continuous improvement across IT processes and workflows
- Implement and optimise ITIL-based practices (Incident, Problem, Change)
- Identify trends and opportunities for automation and efficiency
- Act as the key liaison between IT, business stakeholders, and suppliers
- Translate business needs into IT priorities and deliverables
- Manage third-party vendors, ensuring performance and SLA adherence
- Lead application-related projects from planning to delivery
- Coordinate testing, deployment, and stakeholder communication
- Ensure projects are delivered on time, within scope, and aligned to business goals
- Support ongoing application lifecycle and improvements
Essential Skills & Experience
- Proven experience managing IT Service Desk / Helpdesk functions
- Strong understanding of ITIL frameworks (Incident, Problem, Change Management)
- Experience working in DevOps-led environments
- Excellent analytical skills with the ability to interpret service data
- Strong stakeholder management and communication abilities
- Experience managing vendors and cross-functional teams
Desirable
- Experience with ERP and/or CRM platforms
- Project management experience (Agile or Waterfall)
- Knowledge of Microsoft Azure or cloud platforms
- Exposure to outsourced or third-party service models
What’s On Offer
- Competitive salary (£65,000 – £75,000)
- Flexible / hybrid working
- Opportunity to shape and improve IT service delivery
- Collaborative and forward-thinking environment
IT Service Delivery Manager - £65,000 - £75,000 + Benefits - London (Hybrid)