Global IT Service Delivery Lead

Centellic; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Eye care

Employee Assistance Programme

Birthday day off

Pension (4% employer)

Life assurance

Cycle to work scheme

Season ticket loan

Wellbeing allowance

Puregym access

Perks at work

Job summary

Centellic is seeking a Service Delivery Manager to oversee the operational management and continual improvement of IT support services delivered through the outsourced global helpdesk. You will own service performance, supplier accountability and customer experience, partnering with IT Operations and multiple business stakeholders to mature governance and insight-driven improvements.

The role focuses on building service delivery capability, implementing scalable processes, and ensuring services

Qualifications

• Significant experience in IT Service Delivery or Service Management environments.
• Experience managing outsourced Helpdesks and holding suppliers accountable for performance.
• Experience improving service performance through governance, reporting, supplier management and continual improvement.
• Experience developing service management capability, operational processes and performance frameworks.
• Experience working with global teams, multiple time zones and senior stakeholders.
• Strong knowledge of ITIL 4/5 principles and practical application.

Responsibilities

• Own the operational performance of the global Helpdesk and partners against SLAs and KPIs.
• Act as the primary IT Operations owner and escalation point for end-user support services.
• Lead supplier service reviews and validate performance measures and service credits.
• Coordinate delivery across IT Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and third-party suppliers.
• Define clear service ownership and escalation paths across incident, request, problem and change processes.
• Drive stable, resilient service delivery across all regions.
• Establish governance forums, service standards and performance dashboards.
• Ensure new services meet operational readiness criteria before go-live.

Skills

ITIL 4 Foundation

Stakeholder management

Service governance

Supplier management

Incident management

Tools

ITSM platforms

Job description

Centellic is seeking a Service Delivery Manager to oversee the operational management and continual improvement of IT support services delivered through the outsourced global helpdesk. You will own service performance, supplier accountability and customer experience, partnering with IT Operations and multiple business stakeholders to mature governance and insight-driven improvements.

The role focuses on building service delivery capability, implementing scalable processes, and ensuring services