IT Service Delivery Lead - Remote & SIAM Expert

Technology & Risk Recruitment; España; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Technology & Risk Recruitment is seeking an experienced IT Service Delivery Manager to oversee service desk operations, major incident management, and end-user computing across a multi-supplier environment in Europe. The role focuses on IT separation and transition programmes, with regional responsibility for triage, incident coordination, and vendor management.

You will leverage ITIL v4, ServiceNow workflows, and Microsoft 365 expertise to ensure continuous IT services, manage SLAs, and deliver

Qualifications

• Minimum 8 years' experience in IT Service Delivery or Service Desk Management.

Responsibilities

• Lead regional Level 1 service desk triage, ensuring incidents are assessed, prioritised and routed to the correct technical teams.
• Manage major incidents from identification through to resolution, including Microsoft 365 outages, authentication issues and retail store outages.
• Manage relationships with external IT service providers, including service desk, end-user support and device lifecycle partners.
• Monitor supplier performance, manage SLAs and KPIs, and conduct regular service reviews.
• Coordinate multiple resolver groups across infrastructure, applications, networking, identity and workplace technology.
• Oversee ServiceNow workflows, incident routing, ownership, reporting and dashboards.
• Manage the end-to-end device lifecycle, including procurement, configuration, deployment, refresh and secure disposal.
• Oversee Microsoft 365 workplace support, including Outlook, Teams, Intune-managed devices, onboarding/offboarding, access management and conferencing.
• Maintain accurate IT asset records across ServiceNow and Intune.
• Establish and manage the IT support model for a multi-site retail environment, including POS, connectivity and store peripherals.
• Ensure continuity of IT services throughout the separation and transition programme.
• Produce management reporting covering SLA performance, ticket volumes, aged incidents, recurring issues and customer satisfaction.

Skills

Stakeholder management

Incident management

Major incident coordination

Vendor management

ITIL knowledge

Change management

Multi-site / international experience

Communication

Tools

ServiceNow

Microsoft 365

Entra ID

Intune

Teams

Outlook

SAP

POS systems

Mimecast

Netskope

AIOps tools

Job description

Technology & Risk Recruitment is seeking an experienced IT Service Delivery Manager to oversee service desk operations, major incident management, and end-user computing across a multi-supplier environment in Europe. The role focuses on IT separation and transition programmes, with regional responsibility for triage, incident coordination, and vendor management.

You will leverage ITIL v4, ServiceNow workflows, and Microsoft 365 expertise to ensure continuous IT services, manage SLAs, and deliver