IT Service Delivery Manager

JAC Recruitment; Greater London; Hybrid; GBP 55,000 - 70,000; Full time

Benefits offered by this job

1-year fixed-term contract

Hybrid (London/Amsterdam)

Salary £55k-£70k + 10% bonus

Job summary

JAC Recruitment is seeking an IT Service Delivery Manager for a 1-year fixed-term contract in London or Amsterdam, with hybrid working. You will act as the regional L1 triage layer, coordinate major incidents, and drive continual service improvement across our retail IT environment.

Strong ServiceNow and ITIL experience required, plus vendor and store-end support responsibilities. The role offers a salary of £55,000–£70,000 per year plus a 10% bonus, targeting EU retail operations and multi-site

Qualifications

• 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.
• Hands-on ServiceNow experience, including workflows, routing, reporting, and dashboards.

Responsibilities

• Act as regional L1 triage layer, validating severity and routing incidents.
• Coordinate major incidents end-to-end with vendors and resolvers.
• Drive problem management to reduce recurring incidents.
• Own the day-to-day relationship with vendor for L1/L2 service desk and major incident management.
• Coordinate across Technology, Business IT, and vendors under a clear RACI.
• Ensure workflows and reporting in ServiceNow with Plat4mation.
• Manage device lifecycle for Windows, Surface, mobile, and iPad to Surface standard.
• Own M365 workplace support across offices and showrooms.
• Maintain an accurate asset register from ServiceNow and Intune.
• Define and run store-facing support experience for retail users.
• Track SLA/KPI performance and produce dashboards.
• Drive continual service improvement through cutover and hypercare.

Skills

IT service delivery

ServiceNow

Vendor management

End-user computing

Retail store support

Tools

ServiceNow

Microsoft 365

POS systems

Job description

Salary: £55,000 - 70,000 per year

Requirements:

• 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.
• Hands-on ServiceNow experience, including workflows, routing, reporting, and dashboards, and the ability to help stand up and maintain our instance content.
• Proven vendor and SLA management experience, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model.
• Solid end-user computing and Microsoft 365 support experience, including Entra ID, Intune, Teams, Outlook, JML, and device lifecycle management to a corporate hardware standard.
• Experience supporting multi-site retail users and stores, including POS and store peripherals, across multiple European countries.

Responsibilities:

• Act as our regional L1 triage layer, validating severity and impact, capturing data, and routing incidents to the correct resolver group.
• Coordinate major incidents end-to-end, driving service vendors and other resolvers to resolution and ensuring clear user communication.
• Turn recurring incidents into root-cause fixes and reduce avoidable demand through problem management.
• Own the day-to-day relationship with our vendor for L1/L2 service desk, lifecycle/depot, major incident management, and consultancy, while running monthly service reviews and holding partners to SLA.
• Coordinate across Technology, Business IT, and application, network, and 3PL vendors under a clear RACI.
• Ensure our workflows, routing, ownership, and reporting are built and maintained in ServiceNow with Plat4mation.
• Manage the end-to-end device lifecycle for Windows, Surface, mobile, and iPad devices to our Surface standard, including procurement, build, deployment, refresh, and secure disposal.
• Own M365 workplace support, onboarding and offboarding, print, access, conferencing, and related support across offices and showrooms.
• Maintain an accurate asset register from ServiceNow and Intune to support transfer and lifecycle management.
• Define and run the store-facing support experience for several hundred retail users, ensuring fast and empathetic resolution for POS, connectivity, and peripheral issues.
• Track SLA and KPI performance, aged tickets, repeat incidents, CSAT, and readiness actions, and produce clear management dashboards.
• Drive ITIL-aligned continual service improvement and readiness reviews through cutover and hypercare.

Technologies:

• Hardware
• Incident Management
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• ServiceNow
• Windows
• Office 365

More:

We are a retail company offering a 1-year fixed term contract for an IT Service Delivery Manager based in London or Amsterdam in a hybrid working setup. The role comes with a salary of 55,000–70,000 GBP plus a 10% bonus. We are looking for someone to help support service desk operations, vendor integration, end-user computing, store support, governance, reporting, and continual improvement across our retail environment.

last updated 36 week of 2026