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.
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