IT - Service Delivery Manager

NES Fircroft; Aberdeen City; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading engineering staffing provider is seeking a Service Delivery Manager (IT) to oversee outsourced IT services in Aberdeen. The role includes managing vendor performance, ensuring service delivery aligns with business objectives, and upholding high-quality standards. Ideal candidates have 5-8 years of experience in IT service delivery, particularly in the energy or industrial sectors. Strong understanding of ITIL practices and cybersecurity is essential.

Qualifications

• Minimum 5–8 years of experience in IT service delivery, preferably in energy, oil & gas, or industrial environments.
• Demonstrable experience managing fully outsourced service delivery models.
• Strong understanding of enterprise IT infrastructure, cybersecurity operations, and application services.
• Experience with vendor governance frameworks, SLA/KPI enforcement, and contract management.
• Solid grasp of ITIL processes, practices and tooling.

Responsibilities

• Manage performance of all outsourced IT service providers.
• Lead regular service review meetings with vendors and stakeholders.
• Monitor and report on service levels; identify areas for improvement.
• Ensure service providers meet agreed cybersecurity and compliance standards.
• Champion delivery of ITSM processes aligned with ITIL best practices.

Skills

IT service delivery

Vendor governance

Cybersecurity operations

Contract management

Job description

Overview

Our client, an Oil and Gas Operator, is currently hiring a Service Delivery Manager (IT) to join the team on a long-term contract basis in Aberdeen.

Role Overview:
We are seeking an experienced Service Delivery Manager (SDM) to lead the oversight, governance, and performance management of all outsourced IT services across our organisation. This includes services covering infrastructure, cybersecurity, application managed services, and IT Service Management (ITSM). This is a critical role ensuring that our service providers deliver high-quality, secure, and cost-effective services in alignment with business objectives and contractual obligations. The successful candidate will act as the primary point of accountability for end-to-end service delivery performance across multiple vendors. You will act as the key interface between our internal business stakeholders and external service providers, ensuring IT services are delivered efficiently, securely, and in alignment with business needs across corporate offices, operational sites, and remote users.

Key Responsibilities

• Service Provider & Contract Management
  • Manage and govern performance of all outsourced IT service providers across infrastructure, cybersecurity, applications, and ITSM domains. (MSPs, MSSPs, application vendors).
  • Serve as the single point of contact for escalations related to service delivery performance.
  • Lead regular service review meetings with vendors and internal stakeholders.
  • Ensure adherence to contractual SLAs, KPIs, and compliance requirements and contractual commitments.
  • Lead service review meetings, performance reporting, and vendor accountability forums.
  • Support commercial discussions, including renewals, variation agreements, and cost optimisations.
• Service Governance & Performance
  • Monitor and report on service levels, identifying trends and areas for improvement.
  • Define and enforce performance metrics, reporting standards, and escalation procedures.
  • Coordinate service improvement plans (SIPs) with vendors when required.
  • Maintain oversight of core ITIL processes including incident, change, request, and problem management.
  • Ensure timely resolution of service issues and effective communication with stakeholders.
  • Lead or support major incident response and post-incident reviews (PIRs).
• Cybersecurity & Risk Oversight
  • Ensure service providers meet agreed cybersecurity and compliance standards (e.g., ISO 27001, NIST).
  • Support cybersecurity incident response coordination with MSSPs and internal risk teams.
  • Monitor security-related SLAs, threat management services, and regular vulnerability assessments.
  • Work with internal audit and compliance teams to facilitate IT controls and risk assessments.
• Financial & Commercial Management
  • Track service consumption and costs; validate vendor invoicing and ensure value for money.
  • Support contract renewals, vendor evaluations, and sourcing strategy development.
  • Participate in budget planning for outsourced IT services.
• ITSM & Process Excellence
  • Champion and oversee the delivery of ITSM processes aligned with ITIL best practices.
  • Ensure accurate and timely reporting through ITSM tools (e.g., ServiceNow).
  • Drive continuous improvement initiatives across service operations and user experience.
• Stakeholder Engagement
  • Act as the escalation point for service issues impacting end users across business units.
  • Provide regular service performance updates to IT leadership and business stakeholders.
  • Communicate service performance, risks, and improvements to stakeholders at various levels.
  • Facilitate demand management and capacity planning discussions between business units and vendors.
  • Build and maintain strong relationships with internal departments (e.g., Operations, HSE, Engineering, Finance).

Qualifications and Experience

Essential:

• Minimum 5–8 years of experience in IT service delivery, preferably in energy, oil & gas, or industrial environments.
• Demonstrable experience managing fully outsourced service delivery models.
• Strong understanding of enterprise IT infrastructure, cybersecurity operations, and application services.
• Experience with vendor governance frameworks, SLA/KPI enforcement, and contract management.
• Solid grasp of ITIL processes, practices and tooling.

With over 90 years\' combined experience, NES Fircroft (NES) is proud to be the world\'s leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.