IT Service Delivery Manager (FTC)

JAC Recruitment; City Of London; Hybrid; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Bonus

Job summary

Retail Company is hiring an IT Service Delivery Manager to lead global service desk operations from London or Amsterdam in a hybrid role. You will own incident, problem and change management with ITIL practices, align with vendors, and drive service improvements.

You must manage ServiceNow workflows, reports, and dashboards while coordinating EUC & M365 support, store networks, and multi-site retail users across Europe.

Qualifications

• 8+ years in IT service delivery / service desk management with ITIL-based incident, problem and change practice.
• Hands-on ServiceNow experience with workflows, routing and reporting.
• Proven vendor management and SIAM coordination across multi-supplier environments.
• Strong EUC & M365 support knowledge (Entra ID, Intune, Teams/Outlook) and store network support.
• Experience supporting multi-site retail users across European locations.

Responsibilities

• L1 triage and ownership to route incidents and maintain control within the team.
• Coordinate major incidents end-to-end and drive resolution with vendors.
• Turn recurring incidents into root-cause fixes to reduce demand.
• Own vendor SIAM relationships, monthly service reviews, and SLA adherence.
• Manage end-user computing lifecycle and workplace services across offices and showrooms.
• Track SLA/KPI, performance dashboards, and drive continual service improvement.

Skills

IT service delivery

ITIL practices

ServiceNow

Vendor management

SIAM coordination

Tools

ServiceNow

Plat4mation

Job description

Company: Retail Company

Position: IT Service Delivery Manager

Contract: 1-year fixed term contract

Location: London or Amsterdam (Hybrid)

Salary: 55,000 – 65,000 GBP + 10% Bonus

Job responsibilities

1. Service Desk & Incident Management
   • L1 triage & ownership: Act as regional L1 triage layer — validate severity/impact, capture data and route incidents to the correct resolver group, keeping knowledge and control within future autonomy.
   • Major incident management: Coordinate major incidents end-to-end (e.g. authentication/M365 outages, store-down events), driving service vendor and other resolvers to resolution and clear user communication.
   • Problem management: Turn recurring incidents into root-cause fixes and reduce avoidable demand.
2. Service Integration & Vendor SLA (SIAM)
   • Vendor service integration: Own the day-to-day relationship with vendor for L1/L2 service desk, lifecycle/depot, major incident management and consultancy; run monthly service reviews and hold partners to SLA.
   • Resolver-group coordination: Coordinate across Technology business (M365, identity, ServiceNow), our Business IT (transitional infra/EUC) and application/network/3PL vendors under a clear RACI.
   • ServiceNow continuity: Ensure our workflows, routing, ownership and reporting are built and maintained in ServiceNow (with Plat4mation) — a key Day 1 risk area.
3. End-User Computing & Workplace
   • Device lifecycle: Manage the end-to-end device lifecycle (Windows/Surface, mobile, iPad) to our Surface standard — procurement, build, deployment, refresh and secure disposal — coordinating with asset partners for the separation asset transfer.
   • Workplace services: Own M365 workplace support (Outlook, Teams, Intune-managed devices), onboarding/offboarding (JML), print, access and conferencing across offices and showrooms.
   • Asset management: Maintain an accurate asset register from ServiceNow/Intune covering user, device type, model, serial, status and location to support transfer and lifecycle management.
4. Retail & Store Support Experience
   • Store support model: Define and run the store-facing support experience for several hundred retail users, ensuring fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence in every location.
5. Service Governance & Reporting
   • SLA & experience reporting: Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions; produce clear management dashboards.
   • Continual improvement: Drive ITIL-aligned continual service improvement and readiness reviews through cutover and hypercare.

Experience

• Service Management: 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.
• ServiceNow: Hands-on ServiceNow experience — workflows, routing, reporting, and dashboards; able to help stand up/maintain our instance content.
• Vendor/SIAM: Proven vendor and SLA management, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model.
• EUC&M365: Solid end-user computing and Microsoft 365 support (Entra ID, Intune, Teams/Outlook), JML and device lifecycle to a corporate hardware standard.
• Retail Support: Experience supporting multi-site retail users and stores, including POS and store peripherals, across multiple European countries.

We regret to inform applicants that only shortlisted candidates will be notified.

Thank you for understanding