IT Service Delivery Manager (FTC)

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

Benefits offered by this job

Bonus 10%

Job summary

Retail Company in London is seeking an IT Service Delivery Manager to oversee regional service desk operations, incident and problem management, and SIAM governance within a hybrid London/Amsterdam setup. The role requires hands-on ServiceNow expertise and strong vendor coordination, with a focus on delivering consistent user support across retail sites.

The position involves managing end-user computing, device lifecycle, and store support experiences, ensuring SLA delivery, and driving

Qualifications

• 8+ years in IT service delivery and service desk management.
• Hands-on ServiceNow experience: workflows, routing, reporting and dashboards.
• Vendor/SIAM management in a multi-supplier environment.
• End-user computing and Microsoft 365 support including Entra ID, Intune, Teams/Outlook.

Responsibilities

• Service Desk & Incident Management: L1 triage, incident routing, and escalation; major incident coordination; root-cause analysis to reduce recurrence.
• SIAM: manage vendor relationships for L1/L2 service desk, conduct monthly reviews, and ensure SLA adherence; coordinate resolver groups under a clear RACI; maintain ServiceNow workflows and reporting (Plat4mation).
• End-User Computing & Workplace: manage device lifecycle (Windows/Surface, mobile, iPad); provide M365 support (Outlook, Teams, Intune); onboard/offboard users and manage assets.

Skills

ITIL practices

ServiceNow

SIAM management

EUC & M365 support

Retail store support

Tools

ServiceNow

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

1. Service Management: 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.
2. ServiceNow: Hands-on ServiceNow experience - workflows, routing, reporting, and dashboards; able to help stand up/maintain our instance content.
3. Vendor/SIAM: Proven vendor and SLA management, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model.
4. EUC&M365: Solid end-user computing and Microsoft 365 support (Entra ID, Intune, Teams/Outlook), JML and device lifecycle to a corporate hardware standard.
5. 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