Service Delivery Manager
London
Role Overview:
We are seeking a Service Delivery Manager (SDM) to lead end‑to‑end IT service delivery for clients within the financial and asset management sector. This role focuses on service excellence, stakeholder partnership, and regulatory alignment, ensuring reliable, secure, and high‑quality technology services.
We are committed to building diverse and inclusive teams and welcome applications from individuals with a broad range of backgrounds, experiences, and perspectives. If you meet most of the requirements and are excited about the opportunity, we encourage you to apply.
Key Responsibilities
* Act as a primary point of contact for clients, building trusted relationships with stakeholders and aligning technology services to business outcomes.
* Lead end‑to‑end service delivery across multiple service areas, ensuring clear governance, performance measurement, and continuous improvement.
* Provide oversight across Workplace Platforms and Engineering, including Microsoft 365 (Exchange Online, Teams, SharePoint), Intune‑based endpoint management, device compliance, patching, and Digital Employee Experience (DEX) tooling.
* Drive cloud adoption and optimisation initiatives within Azure environments, with a focus on governance, cost transparency, and policy compliance.
* Oversee Identity and Access Management (IAM) processes, including Joiner‑Mover‑Leaver (JML), role‑based access control, Single Sign‑On, Multi‑Factor Authentication, and privileged access management.
* Lead security and risk management activities, working closely with security operations teams on vulnerability management, incident response, and remediation.
* Govern Service Operations and Platform Management, ensuring effective use of ITSM tools (e.g. ServiceNow) and alignment to ITIL practices.
* Establish and maintain service governance forums, dashboards, and reporting cycles, using data to inform decisions and improve outcomes.
* Manage major incidents and escalations with a focus on clear communication, timely resolution, and root‑cause prevention.
* Coordinate and manage vendors and third‑party partners, ensuring service integration, performance management, and contractual compliance.
* Oversee asset lifecycle management, including procurement, deployment, refresh, and decommissioning of devices and platforms.
* Drive automation and innovation initiatives to improve efficiency, reduce operational overhead, and enhance service quality.
* Support regulatory, security, and audit requirements, contributing to internal and external audit activities as required.
* Lead, support, and develop cross‑functional and geographically distributed teams, fostering collaboration, learning, and high performance.
What you will bring:
* Experience delivering and managing IT services in complex, regulated environments (financial services or asset management experience is beneficial but not essential).
* Strong knowledge of Microsoft 365, Intune, Azure, IAM, and enterprise security practices.
* Experience managing service performance, governance frameworks, and vendor relationships.
* Familiarity with ITIL‑aligned service management and modern ITSM tooling.
* Certifications such as ITIL, Microsoft, Azure, or Security are valued but not mandatory.
Our Commitment:
We believe diverse teams create better outcomes. We are committed to providing an inclusive recruitment experience and a workplace where everyone feels respected, supported, and able to thrive.