IT Service Delivery Lead — Help Desk Excellence

AWD online; Greater London; On-site; GBP 45,000 - 55,000; Full time

Job summary

AWD online is seeking a Service Delivery Manager / IT Service Desk Manager to lead a busy IT support operation and drive improvements in customer experience. You will oversee the Help Desk and IT Support Engineers, ensure SLAs are met, and provide technical guidance on IT projects.

Working closely with leadership, you will report on performance, manage escalations, and steer continuous improvement across service delivery and client relationships. The role is full-time and based on-site in London.

Qualifications

• Proven experience in Service Delivery Management or IT Operations.
• Strong customer-facing and stakeholder management skills.
• Experience managing SLAs, KPIs and service reporting.
• Experience within Managed Service Providers (MSPs).
• Familiarity with ITIL-influenced environments.

Responsibilities

• Oversee day-to-day IT Help Desk operation and triage tickets.
• Monitor ticket performance, ensuring incidents are resolved per SLAs.
• Lead IT Support Engineers and maintain service standards at client sites.
• Provide technical guidance and escalate issues as needed.
• Lead service reporting, reviews and improvement initiatives.
• Coordinate teams and third-party suppliers to deliver seamless services.
• Manage escalations and customer relationships through to resolution.

Skills

Service Delivery Management

IT Account Management

IT Operations

SLA Management

Stakeholder Management

Service Reporting

ITIL

Customer-Facing

Tools

Autotask

HaloPSA

ServiceNow

Jira Service Management

ConnectWise

Job description

AWD online is seeking a Service Delivery Manager / IT Service Desk Manager to lead a busy IT support operation and drive improvements in customer experience. You will oversee the Help Desk and IT Support Engineers, ensure SLAs are met, and provide technical guidance on IT projects.

Working closely with leadership, you will report on performance, manage escalations, and steer continuous improvement across service delivery and client relationships. The role is full-time and based on-site in London.