Global IT Service Delivery Manager | Remote-Ready, UK/US

Law Business Research Limited; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Eye care

Employee Assistance Programme

Pension (employer contribution)

Life assurance

Cycle to work scheme

Season ticket loan

Wellbeing allowance

Private healthcare

Company socials

Job summary

Centellic is seeking a Service Delivery Manager in London to own the operational performance of the global Helpdesk, govern suppliers, and drive continual service improvement.

You will collaborate with Infrastructure, InfoSec, Enterprise Services, CRM and Product teams, ensuring services meet business needs and regional requirements with a strong customer-experience focus. The role requires hybrid office attendance in Central London and international collaboration.

Qualifications

• Significant experience in IT Service Delivery or Service Management environments.
• Proven 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 service management principles and practical application.
• Understanding of the SDI Service Desk Best Practice Standard.
• Experience defining KPIs, SLAs, OLAs and customer experience measures.
• Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement.
• Experience using ITSM platforms, service reporting and performance analytics.
• Excellent written and verbal communication skills.
• Strong stakeholder management and influencing skills.
• Customer-focused with understanding of IT support impact on productivity.
• Calm, structured, decisive handling of issues and priorities.
• Highly organised, proactive in a fast-paced global environment.
• ITIL 4 Foundation (essential)
• ITIL 4 Managing Professional/Strategic Leader (essential)
• Lean Six Sigma Yellow/Green Belt (desirable)

Responsibilities

• Own the operational performance of the global Helpdesk and partners against SLAs and KPIs.
• Act as primary IT Operations owner and senior escalation point for end-user support services.
• Lead supplier service reviews and hold partners accountable for performance.
• Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers.
• Define service ownership, escalation paths, and hand-offs across incidents, requests, problems and changes.
• Drive stable, resilient service delivery across all regions.
• Develop IT Service Delivery roadmap and lead continual service improvement.
• Improve processes, automation, self-service and knowledge reuse.
• Identify recurring issues and opportunities to reduce avoidable costs.
• Champion a customer-focused approach using feedback and service data.
• Develop scalable knowledge management with clear standards.
• Promote a service-focused culture across IT Operations and suppliers.
• Establish governance forums, dashboards and reporting; present to senior leadership.
• Ensure new services meet operational readiness criteria and go-live requirements.
• Capture lessons learned and embed improvements for future delivery.
• Identify risks and mitigation plans for continuity/resilience.

Skills

Significant IT Service Delivery/ITSM

Outsourced Helpdesk governance

Governance & continual improvement

Operational processes & performance

Global stakeholder engagement

ITIL knowledge (4/5)

SDI Service Desk best practice

KPIs, SLAs, OLAs definition

Customer experience focus

Strong written and verbal comms

Stakeholder management & influencing

Calm, structured decision-making

Organised in fast-paced global env

Lean Six Sigma (desirable)

ITIL 4 Foundation (essential)

ITIL 4 MP/SL (essential)

Job description

Centellic is seeking a Service Delivery Manager in London to own the operational performance of the global Helpdesk, govern suppliers, and drive continual service improvement.

You will collaborate with Infrastructure, InfoSec, Enterprise Services, CRM and Product teams, ensuring services meet business needs and regional requirements with a strong customer-experience focus. The role requires hybrid office attendance in Central London and international collaboration.