IT Service Delivery Manager

IT Service Delivery Manager

Location: Watford (Hybrid: 3 days office / 2 days WFH)Salary: Up to £80,000 + bonus Benefits: Private healthcare, £500 monthly car allowance Hours: 37.5 per week (Mon–Fri)

My client is seeking an experienced IT Service Delivery Manager to take ownership of end-to-end IT service delivery across their front office environment. This is a key leadership role responsible for ensuring services consistently deliver business value, operate efficiently, and meet the needs of a fast-paced organisation.

You will oversee the full lifecycle of several business-facing services within a multi-vendor, outsourced model—applying strong SIAM, ITIL, and IT Asset Management best practice. A major focus of the role is driving service quality, operational performance, and continuous improvement, while building strong relationships with business stakeholders and internal technology teams.

Key Responsibilities

Service Leadership & Business Partnership

• Build trusted relationships with stakeholders to understand business drivers and ensure IT services support operational performance.
• Align service delivery to business outcomes and maximise value.

End-to-End Service Management

• Manage the lifecycle of all front office services: from design to operation and improvement.
• Maintain accurate Service Catalogue, CMDB, and hardware/software repositories.
• Ensure smooth transition of new or changed services into operations.
• Drive adoption of automation for service improvement.

Front Office Services You Will Own:

• Service Desk & end-user support
• Desktop, laptop & tablet provisioning/repair
• Software asset management & licensing
• Mobile phone services
• Peripherals & accessories support
• Printing/scanning services
• Telephony provisioning & support

SIAM & Governance

• Integrate processes across internal teams and external suppliers.
• Ensure all vendors adhere to standards and governance frameworks.
• Collaborate with incident, problem, and major incident teams.

Performance & Cost Management

• Monitor SLAs, KPIs and drive service improvements.
• Manage budgets effectively and report on performance and service value.

Incident, Problem & Change Management

• Ensure timely resolution and drive root cause prevention.
• Oversee service stability during change activity.

Continuous Improvement

• Lead initiatives to enhance user experience and service efficiency.
• Own IT Asset Management audit readiness and compliance.

About You

Essential Experience:

• Strong background managing end-user workplace services (service desk, devices, mobile, printers, software licensing).
• Proven delivery in multi-vendor or outsourced IT environments.
• Expertise in IT Asset Management, ITIL and SIAM.
• Excellent stakeholder management and communication skills.
• Solid experience in incident, problem, and change management.
• Comfortable managing budgets and reporting service performance.
• Self-motivated, results-driven, able to lead within a matrix structure.

Desirable Experience:

• Familiarity with front office business processes.
• Experience leading operational teams of 6–10 people.