Service Delivery Manager

IT Service Delivery Manager

Central London

£70,000 - £80,000 PA

A leading construction engineering organisation undergoing rapid growth through acquisitions is seeking a high-calibre IT Service Delivery Manager. This is a highly acquisitive business with ambitious growth plans over the coming years.

This is a pivotal role within a high-performing IT team, ideal for a proactive leader with a strong technical background and a passion for delivering outstanding service. You'll oversee 1st and 2nd line support teams, take ownership of the ServiceNow platform and play a key role in driving operational maturity, continuous improvement and service optimisation.

You'll also contribute to wider business initiatives, including M&A integration projects, ensuring smooth transitions and consistent service delivery throughout periods of change.

Key Responsibilities

Lead, coach and develop IT support teams through regular reviews, mentoring and structured development plans

Own and optimise the ServiceNow platform, driving adoption and alignment with organisational goals

Manage daily operations, allocate resources effectively and monitor incident and request trends to ensure SLA compliance

Embed ITIL best practices across all service management disciplines, including Incident, Problem, Change, Release and Major Incident Management

Oversee third-party service providers, ensuring contractual and performance standards are met

Identify and address process gaps, implement corrective actions and champion continuous improvement

Produce and present detailed monthly service reports and performance reviews for key stakeholders

Handle escalations with professionalism, ensuring timely resolution and high satisfaction levels

Identify risks to service continuity and implement mitigation strategies to maintain operational stability

Maintain accurate configuration records (CMDB), service catalogues and internal knowledge bases

Support IT service integration during mergers and acquisitions, ensuring alignment with business objectives and minimal disruption

Requirements:

Experience working in IT service delivery within complex or infrastructure-heavy environments (e.g. construction, utilities, transport, or enterprise IT)

Proven success in managing IT support operations and delivering high-quality IT services

Strong technical background with hands-on IT support experience

Deep understanding of ITIL frameworks (Intermediate certification or higher preferred)

Experienced ServiceNow Administrator or Product Owner

Inspirational people leader with a proven ability to motivate, develop and manage teams

Excellent communication and stakeholder management skills

Strong analytical and organisational abilities, with a proactive approach to problem-solving