Global IT Service Delivery & Vendor Manager

Ashdown Group; Camden Town; Hybrid; GBP 77,000 - 94,000; Full time

Job summary

Ashdown Group, in partnership with a leading international organisation, seeks an experienced IT Service Delivery Manager. Based in Central London with a hybrid pattern (3 days in the office), you will own global IT support services and drive service excellence across the UK, US and international locations.

You will manage an outsourced global helpdesk, develop SLAs and KPIs, lead supplier governance, handle major incidents, and build a roadmap for continual service improvement, reporting to

Qualifications

• Proven experience managing outsourced helpdesk or service desk providers and driving supplier performance.
• Strong knowledge of ITIL service management principles and applying them in operations.
• Experience developing SLAs, KPIs and governance frameworks for CSIs.
• Ability to analyse service performance data and translate insights into improvements.
• Excellent stakeholder management and communication with senior leaders.

Responsibilities

• Take ownership of outsourced global helpdesk performance against SLAs and KPIs.
• Lead supplier governance and service reviews, driving improvement plans.
• Act as senior escalation point for incidents and end-user support.
• Develop and deliver a service improvement roadmap and knowledge management.
• EstablishReporting and dashboards, providing insight to leadership.
• Build relationships across IT Operations, Security and external partners.
• Ensure new technologies are operationally ready with proper support models and training.
• Identify operational risks and drive resilience and efficiency improvements.

Skills

ITIL framework

Stakeholder mgmt

Service governance

Supplier management

KPI reporting

Continual improvement

Negotiation

Education

ITIL 4 Foundation

ITIL Managing Professional / SL

Lean Six Sigma (advantage)

Job description

Ashdown Group, in partnership with a leading international organisation, seeks an experienced IT Service Delivery Manager. Based in Central London with a hybrid pattern (3 days in the office), you will own global IT support services and drive service excellence across the UK, US and international locations.

You will manage an outsourced global helpdesk, develop SLAs and KPIs, lead supplier governance, handle major incidents, and build a roadmap for continual service improvement, reporting to