IT Service Delivery Manager

Our client, an engineering consultancy working across sectors, is currently seeking a proactive and experienced IT Service Delivery Manager to join their team. This permanent role offers a blend of office-based work (three days per week) with occasional travel, focusing on overseeing the performance, governance, and continuous improvement of IT services.

Key Responsibilities: Service & Supplier Management

• Manage relationships with external MSPs and IT suppliers
• Monitor and drive performance against SLAs and KPIs
• Lead regular service reviews and ensure alignment with business objectives

Helpdesk & Service Operations

• Oversee IT helpdesk operations, ensuring effective incident resolution
• Track performance, escalations, and root cause analysis
• Identify trends and drive continuous improvement initiatives

Technical Oversight & Support

• Act as escalation point for complex issues and major incidents
• Provide or coordinate 2nd line support across systems and infrastructures
• Oversee server, infrastructure, and patch management delivered by MSPs

User & Access Management

• Manage onboarding, offboarding, and role changes
• Ensure secure and compliant access provisioning
• Administer identity and access within Microsoft environments

Microsoft & Systems Administration

• Oversee Microsoft 365, Azure, Entra ID, and SharePoint environments
• Manage permissions, licensing, and governance controls
• Administer key business systems, including ERP platforms

Security & Compliance

• Support IT security governance and access controls
• Ensure alignment with Cyber Essentials, ISO 27001, and internal standards
• Work with monitoring and security tools to maintain a secure environment

Equipment & Infrastructure

• Coordinate hardware provisioning, deployment, and asset tracking
• Support IT setup for new or changing office locations

Continuous Improvement

• Identify and implement service and process improvements
• Contribute to wider digital and technology initiatives

Documentation & Governance

• Maintain IT documentation, procedures, and service records
• Ensure effective governance and audit readiness

Job Requirements: Experience

• Proven experience in IT Service Delivery or Service Management roles
• Strong background managing MSPs or third-party suppliers
• Experience in customer facing environments
• Familiarity with ITIL principles and service management frameworks
• Experience working in regulated or compliance driven environments

Technical Knowledge

• Microsoft ecosystem (Microsoft 365, Azure, Entra ID, SharePoint, Teams)
• Infrastructure management (Windows Server, virtualisation, networking)
• IT security concepts and tools
• Identity & access management (IAM, MFA, RBAC)
• Disaster recovery and business continuity planning

Skills & Behaviours

• Excellent communication and stakeholder management skills
• Strong problem solving and analytical capability
• Ability to work independently and within a team
• Adaptability and a proactive approach to change
• High level of integrity and attention to confidentiality

Desirable Certifications:

• ITIL Foundation (or equivalent experience)
• Microsoft certifications (e.g., MS-900, AZ-900, SC-900)
• Additional service management or security certifications

Benefits:

• Opportunity to shape and improve IT service delivery
• Work in a collaborative and forward thinking environment
• Support digital transformation and innovation

If you are an experienced IT Service Delivery Manager looking for a new opportunity to advance your career, we would love to hear from you. Apply now to join our client's dynamic team.