Service Delivery Manager

We are partnering with a leading organisation operating in a complex, international IT environment to recruit an IT Service Delivery Manager. This is a key role within a local Digital & IT team, responsible for ensuring high-quality IT services are delivered seamlessly to the business.

This position would suit someone who enjoys working at the intersection of people, process, and technology, and who thrives in a hands-on, fast-moving environment.

The Role

As IT Service Delivery Manager, you will oversee day-to-day IT operations, ensuring internal users receive reliable, efficient, and professional IT support. You’ll work across a mixed landscape of global and local systems, legacy and next-generation platforms, and multiple vendors and support teams.

This is a pivotal role in ensuring all IT components work together effectively to support the wider business.

Key Responsibilities

• Lead, mentor, and support a small IT support team, acting as an escalation point for complex issues
• Manage the IT Service Desk, ensuring tickets are handled efficiently and service levels are met
• Oversee IT infrastructure support, including capacity planning, patching, asset lifecycle, and troubleshooting
• Provide first-line network support and coordinate escalations with global teams or specialist vendors
• Manage third-party IT service providers and ensure SLAs and processes are adhered to
• Drive continuous improvement by documenting, reviewing, and optimising IT support processes
• Maintain a strong focus on end-user satisfaction through high-quality service delivery

About You

You are an experienced IT Service Management professional with a strong technical foundation and a collaborative mindset. You’re curious, detail-oriented, and comfortable adapting to changing priorities.

You’ll ideally bring:

• Solid experience in IT Service Management, including ITIL processes, helpdesk operations, and vendor management
• Broad technical knowledge across hardware, networks, applications, and infrastructure
• Strong problem-solving and analytical skills
• Excellent communication skills, with the ability to translate between technical and non-technical audiences
• Experience leading or mentoring small teams
• A proactive approach to improving processes and ways of working