IT Service Delivery Lead

Michael Page (UK); City Of London; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A leading recruitment consultancy in London is seeking an experienced IT Service Delivery Lead to manage a technology service team. The role focuses on providing a seamless digital workplace experience, overseeing a substantial operational budget, and driving continuous improvement. Ideal candidates will have strong leadership skills, expertise in IT service management, and a customer-centric approach. This permanent position offers a competitive salary ranging from £55,000 to £65,000 GBP annually with additional benefits.

Benefits

Competitive salary

Additional benefits package

Permanent position with 3 days on site

Qualifications

• Proven leadership in a digital workplace or IT service team.
• Experience with ITIL foundations and modern ITSM tools.
• Strong customer focus with business partnering experience.

Responsibilities

• Lead the technology service team to deliver a seamless digital workplace.
• Define and execute the digital employee experience strategy.
• Manage and optimise the annual technology budget.

Skills

Leadership in IT service

IT service management

Customer focus

M365 proficiency

Azure expertise

Education

Bachelor's degree in Computer Science or equivalent

ITIL Foundations or equivalent

Tools

ServiceNow

Job description

• Requires 3 days on site in Central London
• You are looking for an IT Service orientated role

About Our Client

The organisation is a medium-sized entity within the life science industry.

Job Description

The IT Service Delivery Lead leads the technology service team to deliver a seamless digital workplace experience. This role drives adoption of digital tools, enhances user productivity, and ensures high-quality, secure, and resilient IT services. The manager fosters a customer-focused culture, drives continuous service improvement, and partners with stakeholders to optimise technology use.

Key Responsibilities:

• Strategic Leadership: Define and execute the digital employee experience (DEX) strategy, processes, and tools.
• Team Management: Lead, hire, coach, and develop a high-performing technology team in a matrix environment.
• Budget Oversight: Manage and optimise an annual operational technology budget (~£1.5m).
• Vendor & Partner Management: Oversee technology suppliers, SaaS vendors, and strategic partners to maximise value.
• Service Excellence: Drive service maturity, ITSM improvements, and user-focused service delivery (including helpdesk, desktop, mobile, A/V, networks, and SaaS applications).
• Application & Platform Management: Ensure enterprise applications and workplace platforms are secure, optimised, and aligned with IT standards.
• User-Centric Innovation: Gather feedback to simplify workflows, enhance productivity, and promote adoption of digital workplace tools.
• Roadmap Delivery & Automation: Lead multi-year platform roadmap, implement automation, and explore AI opportunities to improve service efficiency.
• Risk & Compliance: Ensure resilient, secure, and compliant IT operations.
• Stakeholder Engagement: Build trusted relationships across the business and foster collaboration with HR, Communications, Facilities, and Technology teams.

The Successful Applicant

Required Experience & Skills

• Proven leadership in a digital workplace, IT service, or application support team.
• Expertise in IT service management and driving service maturity.
• Experience with ITIL foundations, modern ITSM tools (e.g., ServiceNow), and application lifecycle management.
• Strong customer focus with experience in user engagement and business partnering.
• Skilled in M365, Azure, and workplace technology platforms.
• Ability to define goals, KPIs, and drive continuous improvement through data.

Preferred Experience:

• Enterprise IT service management and employee productivity technologies.
• Organisational change management and continuous improvement (Lean Sigma or similar).
• Experience optimising Azure Cloud and M365 environments.

Qualifications

• Bachelor's degree in Computer Science, IT, or equivalent experience.
• ITIL Foundations or equivalent.
• Interest or experience in Life Sciences is a plus.

Key Competencies:

• Customer-focused and service-oriented.
• Strong strategic thinking, influencing, and stakeholder management.
• Collaborative and adaptable to continuous improvement and organisational change

What's on Offer

• Competitive salary ranging from £55,000 to £65,000 GBP annually.
• Additional benefits package included.
• Permanent position based in London - 3 days on site

If you are a motivated and experienced IT Service Delivery Lead, we encourage you to apply and become part of this exciting opportunity in London.