IT Service Delivery Manager

Centre People Appointments; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Centre People Appointments is recruiting an IT Service Delivery / IT Operations Manager to establish and manage day-to-day IT service across Europe. The role will own the service desk, end-user computing, vendor integration, and a ServiceNow-based support model for approx.

50 office users and 300 retail users as the European business separates. The ideal candidate has hands-on ServiceNow, strong SLA management, Microsoft 365 expertise, multi-site retail experience, and a track record of

Qualifications

• Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• 5+ years in IT service delivery, service desk or SLA management with ITIL-based processes.

Responsibilities

• Manage L1 service desk operations and incident triage.
• Own vendor relationships, SLAs and service reviews across multiple sites.
• Maintain ServiceNow workflows, routing, reporting and dashboards.
• Oversee end-user computing and Microsoft 365 workplace services.
• Define IT support for ~300 retail users across Europe, including POS/connectivity issues.
• Track KPIs, CSAT, ticket volumes and readiness activities.
• Drive continual service improvement and operate during business separation.

Skills

IT service delivery

SLA management

Vendor management

ServiceNow

Microsoft 365

ITIL

End-user computing

Education

Bachelor’s degree in IT/CS/IS

Tools

ServiceNow

MS 365

Entra ID

Intune

Job description

A global Japanese fashion brand is currently recruiting an IT Service Delivery / IT Operations Manager to establish and manage its day-to-day IT service across Europe.

You will own the service desk experience, end-user computing, vendor service integration, and ServiceNow-based support model for approximately 50 office users and 300 retail users as the European business separates from the regional organisation.

The ideal candidate should have strong IT service delivery and service desk, SLA management experience, hands-on ServiceNow and Microsoft 365 knowledge, and experience managing vendors and IT services across multi-site retail environments.

(Ref: YC47664 - Please include this when making any enquiries.)

Main Responsibilities

• Manage L1 service desk operations, incident triage, major incident coordination, and problem management
• Own vendor relationships, SLA performance, service reviews, and coordination across multiple resolver groups
• Maintain ServiceNow workflows, routing, ownership, reporting, and dashboards
• Manage end-user computing and Microsoft 365 workplace services, including Entra ID, Intune, Teams, Outlook, JML, and device lifecycle
• Define and manage IT support services for approximately 300 retail users across European stores, including POS, connectivity, and peripheral issues
• Track service KPIs, SLA performance, ticket volumes, CSAT, and readiness activities through management reporting
• Drive ITIL-aligned continual service improvement and support cutover and hyper care activities
• Maintain continuity of IT services during the business separation while establishing independent OEG capabilities

Ideal Candidate

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related field
• 5+ years' experience in IT service delivery or service desk or SLA management with strong ITIL-based incident, problem, and change management experience
• Hands-on ServiceNow experience, including workflows, routing, reporting, and dashboards
• Strong vendor and SLA management experience, ideally within a multi-supplier SIAM environment
• Solid Microsoft 365 and end-user computing experience, including Entra ID, Intune, Teams, Outlook, JML, and device lifecycle management
• Experience supporting multi-site retail users and stores across multiple European countries
• Experience managing IT service continuity during a carve-out or business separation
• ITIL 4 Foundation, ServiceNow, or service management certifications are advantageous
• Premium fashion, apparel, or luxury retail experience is advantageous
• Customer-focused, calm under pressure, and able to drive accountability across external partners

Conditions

• Location: London, UK, or Netherlands
• Working Style: hybrid
• Working Hours: Monday to Friday
• Start: ASAP

*All applicants for the IT Service Delivery & Support Specialist position must have the right to work in the UK without any restrictions as the Company is not able to offer visa support.

*Working holiday and graduate visa holders with more than 18 months remaining on their visa may also apply, depending on their experience.

If your application is successful, you will be contacted within two business days. We regret that due to the high volume of applications we receive, we cannot provide feedback on individual CVs.