IT Service Delivery Manager

Yusen Logistics; Northampton; On-site; GBP 65,000 - 90,000; Full time

Job summary

Yusen Logistics is seeking an IT Service Delivery Manager to drive high-quality IT services across Europe and the UK. You will act as the main contact for operational IT services, collaborating with internal teams, service desks and external suppliers to ensure services meet agreed SLAs.

You will identify improvements, promote ITIL best practices and help develop IT service management processes across the organisation, in a fast-paced, multinational environment.

Qualifications

• Degree or equivalent experience in IT or a related field.
• Strong knowledge of ITIL/ITSM practices.
• Proven ability to manage stakeholders and service delivery.
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication and relationship-building skills.

Responsibilities

• Coordinate day-to-day delivery of IT services and ensure SLAs are met.
• Build and maintain relationships with stakeholders and suppliers.
• Monitor KPIs and drive continuous improvement initiatives.
• Support IT service delivery strategies, policies and procedures.
• Identify risks and implement preventative actions.
• Ensure IT governance and industry standards compliance.
• Support ITIL processes such as Major Incident, Change and Risk.
• Maintain documentation and service records.
• Foster a customer-focused culture and improve service quality.

Skills

ITIL / ITSM

Stakeholder management

Change management

Service delivery

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

IT SERVICE DELIVERY MANAGER

Location: United Kingdom | Yusen Logistics

The Company

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company, we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

As we continue to strengthen our European IT organisation, we are looking for an IT Service Delivery Manager to join our team, UK. This is an exciting opportunity for someone who enjoys building strong stakeholder relationships, driving service excellence and continuously improving IT service delivery in an international environment.

Your Role

As IT Service Delivery Manager, you will play a key role in ensuring the consistent delivery of high-quality IT services across Yusen Logistics Europe. Acting as the primary point of contact for operational IT services, you will work closely with internal stakeholders, Service Desk teams and external suppliers to ensure services are delivered efficiently and in line with agreed service levels.

Alongside managing day-to-day service delivery, you will identify opportunities for improvement, drive operational excellence and support the ongoing development of IT Service Management processes across the organisation.

Key Responsibilities

• Manage the day-to-day delivery of IT services, ensuring agreed service levels and customer expectations are consistently achieved.
• Build and maintain strong relationships with internal stakeholders, business users and external suppliers.
• Monitor service performance, analyse KPIs and implement continuous improvement initiatives.
• Support the development and implementation of IT service delivery strategies, policies and procedures.
• Identify service risks and proactively implement corrective and preventative actions.
• Ensure compliance with IT governance, industry standards and IT Service Management best practices.
• Support key ITIL processes, including Major Incident, Change and Risk Management when required.
• Maintain accurate documentation, records and service management processes.
• Drive a customer-focused culture and continuously improve the quality and efficiency of IT services.

Who You Are

• Degree qualified or equivalent through relevant experience.
• Previous experience within IT Service Delivery, IT Operations or Helpdesk Management.
• Strong practical knowledge of ITIL and IT Service Management (ITSM).
• Experience working with ServiceNow or a similar ITSM platform.
• Strong stakeholder management skills with the ability to influence colleagues and suppliers at different organisational levels.
• Customer-focused with excellent communication and relationship-building skills.
• Experience driving service improvements and implementing change.