Purpose
The IT Service Delivery Lead will be responsible for the end-to-end delivery, performance, and continual improvement of Networkand Workplace IT services across the organisation. This ensures that services are delivered to agreed SLAs, align with business needs, and comply with governance, security, and regulatory requirements. The will manage supplier performance, oversee incident and problem resolution, and drive operational excellence through proactive monitoring and continuous service improvement.
Please Note: Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) and declaration of being a British passport holder with no dual nationalism at the point of application.
Note: The above information relates to a specific client requirement
Key Responsibilities
Service Delivery & Operations
* Lead the day-to-day delivery of Network and Workplace services (including LAN/WAN, Wi-Fi, End-User Computing, Collaboration Tools.
* Ensure service performance meets agreed SLAs, KPIs, and contractual obligations.
* Oversee incident, problem, change, and request management processes for in-scope services.
* Ensure operational readiness for new services, upgrades, and changes.
* Manage escalations, ensuring timely communication and resolution.
Stakeholder & Supplier Management
* Act as the primary point of contact for business stakeholders on Networks & Workplace service matters.
* Manage relationships with third-party suppliers, ensuring performance, compliance, and value for money.
* Facilitate service review meetings and maintain service performance dashboards for stakeholders.
Continuous Improvement & Governance
* Identify and deliver continuous service improvements to enhance reliability, efficiency, and user satisfaction.
* Ensure adherence to ITIL best practices and corporate policies.
* Maintain service documentation, SOPs, and knowledge articles.
* Ensure compliance with cybersecurity standards, data protection regulations, and audit requirements.
Projects & Transition
* Support and lead service transition activities for new solutions, ensuring they meet operational acceptance criteria.
* Collaborate with project teams to ensure smooth integration of new or upgraded services into live operations.
Key Skills & Experience
Essential:
* Proven experience in IT Service Delivery, preferably within large-scale or multi-site environments.
* Good working knowledge of network infrastructure (LAN/WAN, firewalls, Wi-Fi, SD-WAN, VPNs) and workplace technologies (Windows, Google Suite, collaboration tools, device management).
* Hands-on experience with ITIL processes, especially incident, problem, change, and service level management.
* Excellent supplier management and contract performance monitoring skills.
* Strong stakeholder engagement and communication skills, with the ability to influence at all levels.
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Highly Desirable Skills and differentiators:
* IT technical background in End User Computing – Strongly recommended
* ITIL v4 Foundation or higher certification. – Strongly recommended
* Experience working in regulated industries (Defence and Space, government).
* Knowledge of Remedy or equivalent ITSM tools.
* Customer-focused mindset with a commitment to service excellence.
* Analytical and methodical approach to problem-solving.
* Ability to work under pressure and manage competing priorities.
* Strong leadership qualities with the ability to guide cross-functional teams