Permanent / Up to £65000.00 per annum
IT Service Delivery & Vendor Manager, London/Hybrid, £65,000 per annum
Role Overview
Responsible for managing vendor relationships, IT service performance, and continual service improvement to ensure high-quality, reliable IT services that deliver business value.
Key Responsibilities
1. Vendor Management: Build and maintain strong relationships with outsourcing and technology vendors, ensuring contractual obligations, SLAs, and performance standards are met.
2. Commercial Oversight: Optimise the IT vendor portfolio, identify cost savings and service improvements, and support procurement in contract creation and onboarding.
3. Service Performance: Lead regular service reviews, monitor KPIs and SLAs, and drive performance reporting through dashboards and analytics.
4. Business Partnering: Act as the main point of contact for IT services, ensuring service quality and availability meet business expectations.
5. ITSM Excellence: Promote a strong customer experience through proactive engagement and continuous improvement of IT services.
6. Incident & Problem Management: Oversee major incidents, root cause analysis, and proactive problem resolution to minimise service disruptions.
7. Continuous Improvement: Develop and track Service Improvement Plans (SIPs) to enhance service delivery and maturity.
8. Commercial & Contract Management: Ensure contracts deliver maximum value and align with the client’s strategic and operational goals.
9. Service Assurance: Lead service review meetings, present transparent performance insights, and contribute to IT Operations management decisions.
10. Projects & Initiatives: Support projects related to service delivery, vendor management, and operational maturity.
Skills & Experience
11. Proven leadership and team development in IT Service Operations.
12. Strong commercial, contractual, and vendor management experience (including SIAM).
13. In-depth knowledge of IT infrastructure, networks, and emerging technologies.
14. Expert understanding of ITIL principles and service performance metrics (SLAs, KPIs).
15. Strategic thinker with strong analytical, problem-solving, and reporting skills.
16. Financial management capability including forecasting and budgeting.
17. Excellent communication, stakeholder engagement, and presentation skills.
18. Experience managing multiple priorities and delivering under pressure.
Knowledge & Qualifications
19. 10+ years’ experience managing technical IT service teams (Incident, Problem, Change).
20. Expert in ITIL; familiarity with COBIT, ISO27001, and service assurance frameworks.
21. Understanding of Cloud, Digital Transformation, and Service Design.
22. Knowledge of vendor procurement (RFI/RFP), financial management, and business continuity planning.
23. Ability to translate technical concepts into business language and influence senior stakeholders.