IT Service Delivery Lead: Transformation & Resilience

Stewarts; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Stewarts in London seeks an IT Service Manager to lead the IT service delivery function, turning data, feedback and risks into actions for Service Desk, technical teams and suppliers. You will ensure changes enter live support with defined ownership, documentation and security controls, while building scalable services for growth.

Responsibilities include governance, performance monitoring, major incident coordination and knowledge management to improve first-time resolution and user experience.

Qualifications

• Experience leading IT service delivery in a large multi-user environment.
• Champion continuous service improvement and proactive problem-solving.
• Strong knowledge of incident, request, problem, change, knowledge and service transition management.
• Experience coordinating major incidents with clear decision-making under pressure.
• Ability to analyse service data, identify trends and translate into improvements.
• Proven leadership, coaching and stakeholder management across technical and non-technical teams.

Responsibilities

• Provide operational leadership across IT service delivery and governance structures.
• Set priorities, service expectations and performance measures for the Service Desk.
• Coordinate major incidents, ensure effective communication and root-cause actions.
• Oversee incident and request fulfilment, including onboarding and equipment requests.
• Own knowledge management to improve first-time resolution and self-service.
• Coordinate service transitions with ownership, documentation and training.

Education

ITIL 4 Foundation

Leadership / Operational resilience accreditation (desirable)

Job description

Stewarts in London seeks an IT Service Manager to lead the IT service delivery function, turning data, feedback and risks into actions for Service Desk, technical teams and suppliers. You will ensure changes enter live support with defined ownership, documentation and security controls, while building scalable services for growth.

Responsibilities include governance, performance monitoring, major incident coordination and knowledge management to improve first-time resolution and user experience.