ITIL Service Delivery Manager - 2 year fixed term contract

Hellonative; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

30 days holiday

Company pension 10%

Hybrid working

Job summary

Hellonative in London is seeking an ITIL Programme Lead to bridge business requirements and technical teams, driving transformation, and embedding ITIL 4 within ITSM, disaster recovery capabilities, cybersecurity improvements, and supplier rationalisation.

You’ll lead a small team, untangle legacy systems, modernise processes, and deliver sustainable solutions that raise trust and efficiency across the organisation.

Qualifications

• Proven experience as a Service Delivery Manager on complex IT Transformation or improvement programmes.
• Strong knowledge of ITIL 4 and ITSM best practices.
• Experience with Disaster Recovery planning and testing.
• Experience leading cybersecurity improvement initiatives.
• Experience leading cross-functional teams in matrix environments.
• Strong knowledge of the Microsoft ecosystem (Azure, Dynamics 365, Power Platform, M365).

Skills

Service Delivery Manager

ITIL 4 ITSM

Disaster Recovery

Cybersecurity improvement

Cross-functional leadership

Microsoft ecosystem

Job description

You’ve seen what technology can do. Now, imagine building the systems to make it happen from the ground up.

An organisation dedicated to building public trust and setting professional standards is at a crossroads. Despite their critical mission, they’ve never had a dedicated Service Management team. Instead, this has been managed in silos by passionate individuals without a unified strategy. Despite the immense challenge ahead, you’ll see this as an opportunity to make a lasting impact.

You’ll be working as an ITIL Programme Lead in a small team managing a transformation, you will bridge the gap between business requirements and technical teams, providing insight and hands on management to drive efficiency and enhance user experience.It’s not just about solving today’s technology challenges, you’ll be reshaping how the organisation operates, turning aging systems and processes into a strategic asset that drives trust, efficiency, and innovation.

Why this role stands out:

This isn’t about maintaining processes or following a playbook. It’s about building something that will last. You’ll be the one to untangle years of legacy systems, modernise fragmented processes, and deliver solutions that not only works but sets a new standard. Your decisions will shape how the organisation operates, making this a role where your impact will be felt long after you’re gone. You will be responsible for embedding ITIL 4 principles within the ITSM framework, developing and implementing IT Disaster Recovery capabilities, driving a cybersecurity improvement programme and also rationalising suppliers across technology.

What you’ll bring:

• Proven experience as a Service Delivery Manager on complex IT Transformation or improvement programmes

• Strong knowledge of ITIL 4 and ITSM best practices

• Experience with Disaster Recovery planning and testing

• Experience leading cybersecurity improvement initiatives

• Experience leading cross-functional teams in matrix environments

• Strong knowledge of the Microsoft ecosystem (Azure, Dynamics 365, Power Platform, M365)

What else is in it for you?

• You’re not just fixing proceses– you’ll be setting the standard for technology excellence in an organisation ready to embrace it.

• 30 days of holiday (plus bank holidays), a 10% company pension contribution, and hybrid working (1 day per week in the office, 4 remote)

If you thrive on solving complex problems and seeing the direct impact of your work, this is your chance to redefine how technology drives decisions for an organisation whose core mission is to advocate for the public good.