IT Service Delivery Manager

IT Service Delivery & Vendor Manager, London/Hybrid, £65,000 per annum

Role Overview

Responsible for managing vendor relationships, IT service performance, and continual service improvement to ensure high-quality, reliable IT services that deliver business value.

Key Responsibilities

• Vendor Management: Build and maintain strong relationships with outsourcing and technology vendors, ensuring contractual obligations, SLAs, and performance standards are met.
• Commercial Oversight: Optimise the IT vendor portfolio, identify cost savings and service improvements, and support procurement in contract creation and onboarding.
• Service Performance: Lead regular service reviews, monitor KPIs and SLAs, and drive performance reporting through dashboards and analytics.
• Business Partnering: Act as the main point of contact for IT services, ensuring service quality and availability meet business expectations.
• ITSM Excellence: Promote a strong customer experience through proactive engagement and continuous improvement of IT services.
• Incident & Problem Management: Oversee major incidents, root cause analysis, and proactive problem resolution to minimise service disruptions.
• Continuous Improvement: Develop and track Service Improvement Plans (SIPs) to enhance service delivery and maturity.
• Commercial & Contract Management: Ensure contracts deliver maximum value and align with the client's strategic and operational goals.
• Service Assurance: Lead service review meetings, present transparent performance insights, and contribute to IT Operations management decisions.
• Projects & Initiatives: Support projects related to service delivery, vendor management, and operational maturity.

Skills & Experience

• Proven leadership and team development in IT Service Operations.
• Strong commercial, contractual, and vendor management experience (including SIAM).
• In-depth knowledge of IT infrastructure, networks, and emerging technologies.
• Expert understanding of ITIL principles and service performance metrics (SLAs, KPIs).
• Strategic thinker with strong analytical, problem-solving, and reporting skills.
• Financial management capability including forecasting and budgeting.
• Excellent communication, stakeholder engagement, and presentation skills.
• Experience managing multiple priorities and delivering under pressure.

Knowledge & Qualifications

• 10+ years’ experience managing technical IT service teams (Incident, Problem, Change).
• Expert in ITIL; familiarity with COBIT, ISO27001, and service assurance frameworks.
• Understanding of Cloud, Digital Transformation, and Service Design.
• Knowledge of vendor procurement (RFI/RFP), financial management, and business continuity planning.
• Ability to translate technical concepts into business language and influence senior stakeholders.