Information Technology Service Delivery Lead

Job Title: IT Service Delivery Manager / IT Workplace Enablement Lead

Location: London, UK (Hybrid)

Contract 6 Months Outside IR35

Our client a fast-growing global fintech is looking for a Workplace Enablement Lead to take ownership of workplace IT operations and end-user experience across their UK and international offices.

You’ll lead the IT Enablement team, ensuring smooth day-to-day operations, reliable IT services, and scalable support systems that help their people work efficiently and securely. This is a hands-on leadership role with a strong focus on service excellence, automation, and process optimisation.

Key Responsibilities

• Lead and mentor the IT Workplace / Service Desk team to deliver exceptional IT support.
• Oversee ticketing, incident management, and service requests, ensuring SLAs and KPIs are consistently met.
• Act as the escalation point for complex issues and high-priority incidents.
• Drive automation, self-service, and continuous improvement initiatives.
• Manage and optimise key workplace platforms including Google Workspace, Intune, Jamf, and ITSM tools.
• Oversee IT asset management, user lifecycle management, and onboarding/offboarding processes.
• Monitor and maintain corporate network performance and security.
• Collaborate with engineering and security teams to ensure seamless and secure IT operations.
• Prepare and present regular reports on IT performance, trends, and areas for enhancement.

What You’ll Bring

• 8–12 years of experience in IT Operations, Service Delivery, or Workplace Technology, including 2–3 years in a leadership role.
• Strong expertise in Google Workspace, MDM tools (Jamf, Intune), and ITSM platforms (ServiceNow, Jira, Freshservice, etc.).
• Solid understanding of network management, endpoint security, and identity access controls.
• Familiarity with ITIL best practices and process-driven service delivery.
• Proven ability to lead distributed teams and handle escalations effectively.
• Excellent communication, stakeholder management, and problem-solving skills.
• A proactive, automation-first approach with a focus on user experience and continuous improvement.

Nice to Have

• ITIL certification (v3 or v4)
• Experience in a SaaS, fintech, or product-led organisation
• Exposure to CASB / DLP solutions and compliance frameworks (e.g., ISO27001, SOC2