IT Service Delivery Manager - Investment Firm, London - TWE43518

About the role

An unique opportunity has arisen for an experienced IT Service Delivery Manager to join a leading global investment firm’s Europe IT team. This newly created position will oversee IT Helpdesk operations across six European offices, supporting approximately 300 users.

The role offers a unique chance to shape and lead a high-performing service desk function, ensuring the consistent delivery of a premium, white-glove end-user experience. You’ll lead by example - combining technical depth with a commitment to service excellence, professionalism and responsiveness.

You will work closely with the European IT Director, senior stakeholders and business partners to ensure the IT strategy aligns with business objectives and continually looking to improve the service offering across the organisation.

As a hands-on leader, you’ll guide and mentor a team support professionals (1st and 2nd line), foster a proactive and solutions-focused culture and drive continuous improvement across systems, processes and service standards.

Key responsibilities

• Operational Leadership: Manage day-to-day operations of the Europe IT Helpdesk, ensuring timely, high-quality support and resolution of user issues.
• Automation & Efficiency: Partner with IT systems teams to implement automation and workflow improvements using ServiceNow and other tools.
• Team Management: Lead, coach and develop a team of IT support specialists; conduct performance reviews and promote professional growth.
• Escalation & Issue Resolution: Serve as the primary escalation point for complex technical problems, ensuring swift and effective resolution.
• Service Excellence: Maintain service-level targets while upholding a consistent, high-touch support experience across all European offices.
• Continuous Improvement: Analyse trends, survey data and ticket metrics to identify improvement opportunities and drive service enhancements.
• Process & Documentation: Maintain and enhance helpdesk procedures, documentation and internal knowledge bases.
• Performance Metrics: Define and monitor KPIs and SLAs to ensure accountability and transparency in service delivery.
• Vendor & Asset Management: Support management of European IT assets and mobile vendors; oversee audits, inventory and equipment lifecycle.
• Compliance & Security: Ensure helpdesk operations align with data protection and information security policies; collaborate with InfoSec on incident management.
• Collaboration: Work closely with global IT engineering, operations, and platform teams to ensure seamless service delivery and alignment across regions.

About you

You’re a dynamic IT professional with a proven track record in IT service delivery or helpdesk management, ideally within a high-touch, fast-paced corporate or professional services environment. You combine strong technical ability with the interpersonal skills to lead, inspire and build trust.

Key skills & experience:

• Demonstrated experience managing IT support or service delivery teams.
• Deep understanding of ITIL practices (ITIL Foundation required; ITSM certification preferred).
• ServiceNow platform experience
• Active Directory, Azure AD, Okta and Conditional Access
• Outlook, Exchange Online, and Intune
• Windows and macOS environments
• Laptop/desktop migrations and mobile device management
• Familiarity with collaboration and storage tools such as Zoom Workplace and Box Drive.
• Excellent communication and stakeholder management skills, including at senior levels.
• Strong analytical, organisational, and problem-solving capabilities.
• Proven ability to remain calm under pressure and de-escalate challenging situations.
• Microsoft certifications and experience with workflow automation are advantageous.

Soft skills required include:

• A proactive, hands-on leader who thrives in a service-driven culture.
• A role model for professionalism, inclusion, adaptability and accountability.
• A strategic thinker who also excels in day to day delivery.

Why join

This is an exceptional opportunity to make a tangible impact on the quality and efficiency of IT services within a leading global Investments global organisation. You’ll have the autonomy to shape the helpdesk function, mentor a talented team and contribute to the ongoing transformation of IT service delivery across Europe.