Information Technology Service Delivery Manager

IT Service Delivery Manager – Commodities Trading Firm | London

A leading global commodities trading firm is seeking an IT Service Delivery Manager to take ownership of its end-user and application support functions, managing a team of 25 via 4 direct report. This role sits at the heart of the technology organisation, responsible for ensuring a consistent, high-quality service experience across desktop and application support teams supporting front office, trading, and corporate users.

You'll work closely with internal stakeholders, vendors, and senior technology leadership to stabilise, optimise, and evolve service delivery across the business. This is a senior, visible role suited to an experienced service leader who combines strong people leadership with a genuine focus on user experience and continuous improvement.

Role Overview

As IT Service Delivery Lead, you'll take responsibility for the performance, consistency, and evolution of the firm's desktop and application support services.Key responsibilities include:

• Leading the firm's end-user and application support functions (25 people, 4 direct reports), overseeing multiple teams across London and offshore locations.
• Managing and developing team leads, providing direction, coaching, and accountability across service areas.
• Driving consistent service delivery standards, tooling, and processes across desktop and application support.
• Owning service reporting and metrics, using data, trends, and user feedback to improve service quality.
• Acting as the senior point of contact for business stakeholders, including front office users.
• Proactively identifying opportunities to introduce new tools, technologies, and ways of working.
• Managing vendor relationships, including service reviews, renewals, and commercial discussions.
• Owning budgets for the service delivery function and contributing to longer-term planning.
• Championing user experience improvements and embedding a customer-focused mindset across teams.

Required Experience

• Proven experience in an IT Service Delivery Manager / Service Management role within a business-critical environment.
• Strong background in desktop or end-user support management
• Demonstrated experience leading large teams, ideally multi-layered teams including team leads.
• Experience working in a trading environment.
• Clear examples of driving measurable improvements in user experience and service quality.
• Experience introducing or adopting new technologies or service improvements proactively.
• Strong stakeholder management skills, with confidence engaging senior business users.
• Experience managing vendors, contracts, and budgets.
• Comfortable using service metrics, reporting, and user surveys to inform decision-making.
• Technically curious, with a genuine interest in emerging end-user technologies and tooling.

Company Culture:

• Friendly, family-like culture – the firm actively hires people who align with a collaborative and respectful environment
• Exceptional internal mobility – as well as upwards progression there are regular opportunities for cross team moves
• Dedicated personal training budget – supporting certifications, cross-skilling, and long-term development
• Balanced working culture – high performance without the burnout typically associated with investment banking
• Great company size (c.800 people) – large enough for ongoing investment and greenfield projects, small enough that the London office sits on one floor with direct access to senior leadership
• A booming sector – commodities trading continues to grow rapidly, offering long-term stability and opportunity