About the Company: Source EV UK Limited is at the forefront of the electric vehicle revolution, leading the charge in sustainable transportation solutions. As the UK enforces its 2035 zero vehicle emissions mandate, the demand for robust EV charging infrastructure is surging. Source is committed to providing the ultra-fast, reliable charging solutions essential for both individual EV owners and fleet operators, by delivering innovative and high-quality EV infrastructure projects across the UK. Join our dynamic team and be part of a greener future!
Job Summary: This role will be responsible for all IT operational aspects, overseeing the delivery of high-quality services to clients or internal departments. This role ensures that service level agreements (SLAs) are met, customer satisfaction is maintained, and continuous improvement is pursued across service operations.
The Service Delivery Manager will report directly to the Head of IT. This role will require you to be onsite at our London office 2-3 days per week, so being London-based or commutable is key.
Key Responsibilities:
* Lead Service Excellence: Oversee the end-to-end delivery of IT services, ensuring alignment with SLAs and OLAs while consistently exceeding client expectations.
* Performance & Demand Management: Own service delivery performance, proactively manage customer expectations, and anticipate future service needs.
* Incident Leadership: Take charge of critical incidents, coordinate resolution efforts, and facilitate transparent communication across stakeholders, including post-incident reviews.
* Continuous Improvement: Analyse internal and third-party processes to identify opportunities for optimization and implement strategies for ongoing service enhancement.
* Insightful Reporting: Deliver accurate, timely performance reports and insights to the Head of IT to support strategic decision-making.
* Client Relationship Management: Build strong, trusted relationships with clients, ensuring their needs are met and expectations managed effectively.
* Contract & Asset Oversight: Centrally manage IT contracts and assets, ensuring compliance, cost-efficiency, and up-to-date inventories.
* Policy & Compliance Leadership: Develop and maintain IT policies and procedures aligned with ITIL and ISO 27001 standards.
* Cybersecurity Collaboration: Partner with our Managed Service Provider to implement and manage robust cybersecurity policies and practices.
* Technical Administration: Support key IT solutions, including Microsoft 365 and other hardware/software platforms, as needed.
* Strategic Recommendations: Provide expert input on tools, technologies, and solutions to support IT strategy and innovation.
* Executive & End-User Support: Deliver VIP and desktop support, ensuring seamless conferencing experiences and optimal use of meeting room technologies.
* Staff Enablement: Train and support staff in the effective use of IT services, tools, and conferencing technologies.
* Lead Supplier Relationship Management: Oversee the end-to-end management of strategic supplier partnerships, ensuring alignment with business objectives while driving performance, innovation, and long-term value creation.
Required skills, experience and qualifications
* Qualifications
* A bachelor’ degree level in an IT field is desirable.
* Strong understanding of ITIL or other service management frameworks.
* Experience
* 5+ years of proven Service Delivery and IT operations experience.
* Experience in IT operational support in cloud services, managed services, and enterprise IT environments.
* Experience managing IT managed service partners to deliver the best value for the organisation
* Assets life cycle management
* Software release cycles, including regular patching
* User communication on updates/changes, best practices
* Skills
* Analytical mindset with problem-solving abilities and detail orientated
* Proactive mindset, appetite for innovation and eagerness to keep up with the evolution of technologies in the market.
* Strong ability to work efficiently and effectively within tight deadlines, operate independently and deliver results with minimal supervision.
* Excellent stakeholder management, interpersonal skills, exceptional team player with start-up spirit, customer orientated.
* Professional working proficiency in English is required.
Preferred but not essential
* Project management experience (PMP, PRINCE2, SCRUM Master)
* Involved in the preparation, documentation, and implementation of controls for industry standard accreditation like ISO 27001, CEP and benchmarks like CIS.
Salary & Benefits: We offer a competitive salary & entitlements, car allowance plus excellent healthcare, pension and wellbeing benefits, along with generous Life Insurance & Group Income Protection Insurance. Annual holiday of 26 days contractual leave, plus bank holidays, with enhanced maternity/paternity leave and benefits.
Location: Office based in our Canary Wharf office in London on a hybrid basis, and other business locations and sites as required in the UK.