Job Description
IT Service Delivery Manager
Location: Watford (Hybrid: 3 days office / 2 days WFH)Salary: Up to £80,000 + bonusBenefits: Private healthcare, £500 monthly car allowanceHours: 37.5 per week (Mon–Fri)
My client is seeking an experienced IT Service Delivery Manager to take ownership of end-to-end IT service delivery across their front office environment. This is a key leadership role responsible for ensuring services consistently deliver business value, operate efficiently, and meet the needs of a fast-paced organisation.
You will oversee the full lifecycle of several business-facing services within a multi-vendor, outsourced model—applying strong SIAM, ITIL, and IT Asset Management best practice. A major focus of the role is driving service quality, operational performance, and continuous improvement, while building strong relationships with business stakeholders and internal technology teams.
Key Responsibilities
Service Leadership & Business Partnership
* Build trusted relationships with stakeholders to understand business drivers and ensure IT services support operational performance.
* Align service delivery to business outcomes and maximise value.
End-to-End Service Management
* Manage the lifecycle of all front office services: from design to operation and improvement.
* Maintain accurate Service Catalogue, CMDB, and hardware/software repositories.
* Ensure smooth transition of new or changed services into operations.
* Drive adoption of automation for service improvement.
Front Office Services You Will Own:
* Service Desk & end-user support
* Desktop, laptop & tablet provisioning/repair
* Software asset management & licensing
* Mobile phone services
* Peripherals & accessories support
* Printing/scanning services
* Telephony provisioning & support
SIAM & Governance
* Integrate processes across internal teams and external suppliers.
* Ensure all vendors adhere to standards and governance frameworks.
* Collaborate with incident, problem, and major incident teams.
Performance & Cost Management
* Monitor SLAs, KPIs and drive service improvements.
* Manage budgets effectively and report on performance and service value.
Incident, Problem & Change Management
* Ensure timely resolution and drive root cause prevention.
* Oversee service stability during change activity.
Continuous Improvement
* Lead initiatives to enhance user experience and service efficiency.
* Own IT Asset Management audit readiness and compliance.
About You
Essential Experience:
* Strong background managing end-user workplace services (service desk, devices, mobile, printers, software licensing).
* Proven delivery in multi-vendor or outsourced IT environments.
* Expertise in IT Asset Management, ITIL and SIAM.
* Excellent stakeholder management and communication skills.
* Solid experience in incident, problem, and change management.
* Comfortable managing budgets and reporting service performance.
* Self-motivated, results-driven, able to lead within a matrix structure.
Desirable Experience:
* Familiarity with front office business processes.
* Experience leading operational teams of 6–10 people.