The Company M7 is a leading specialist in the pan-European, regional, multi-let real estate market. Wholly owned by its senior managers, it has over 150 employees in 9 countries across Europe. The team manages over 600 retail, office and industrial properties with a value of circa €4 billion. M7 is a rapidly growing company offering excellent career development prospects for the right candidates. The Role The Service Delivery Manager is responsible for overseeing key functions within the Technology Services department to ensure the delivery of high-quality service to end users. This role plays a critical part in maintaining effective service support and service delivery processes that align with the needs of the business. As a stakeholder-facing position, it requires strong relationship management skills to establish and manage expectations across the organisation. The Service Delivery Manager will help lead the Service Desk team to meet and exceed those expectations by creating and maintaining efficient processes and procedures, assisting with issue resolutions, and continuously improving the overall user experience and satisfaction. Responsibilities Maintain high-performing service support functions, including the Service Desk Owner of the Incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required You will be expected to resolve 1st line IT incident as required As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review Monitor, control and support service delivery; ensuring systems, methodologies, staff training, and procedures are in place Champion service and support in projects and develop a strong understanding of projects impacting your service area, and ensure service impact is minimised and agreed Drive internal and third-party service review meetings covering performance, cost optimisation, service improvements, quality and processes Continually improve the desktop computing environment by contributing to system designs and configurations, using feedback gleaned from the business users Chair Change Advisory Board (CAB) meetings, assessing impact/risk, and communicating changes Work with the Infrastructure and Security Manager to evolve standards for hardware, software and security in the desktop and mobile environment Reporting and metrics, defining and delivering KPIs (e.g., ticket resolution times, customer satisfaction Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments Ensure hardware and software estate is fully catalogued and licensed Occasional travel to M7 offices (including European offices) required Essential Skills/Qualities A passion for technology and Service Improvement At least a foundational knowledge of the following technologies: Microsoft Office 365 User Access Management Microsoft Intune Printing solutions such as Papercut Active Directory and servers Networking devices including switches, routers, firewalls and WAPs Enterprise endpoint management, such as Bitdefender, Sophos IT asset management Minimum 3 experience in an IT Service Management environment Adaptability and resilience, managing pressure and shifting priorities Hold any of the following certifications, such as ITIL, Office365, Microsoft Strong knowledge of the ITIL framework, with the ability to apply its principles to IT service management and process improvement Previous experience leading and coordinating technology support teams Experience of managing 3rd parties vendors and 3rd party delivered services Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Ability to think logically and demonstrate strong analytical and problem-solving skills Willingness to support and mentor junior staff Excellent customer-facing/customer service skills Must have experience in ITSM platforms (e.g., ManageEngine, ServiceNow, Freshservice, Jira Service Management) Able to demonstrate a high degree of flexibility, including shift and out-of-hours working This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognise this and adopt a flexible approach to work.