Service Delivery and Vendor Manager

Ashdown Group; Camden Town; Híbrido; GBP 77.000 - 94.000; Jornada completa

Descripción de la vacante

Ashdown Group, in partnership with a leading international organisation, seeks an experienced IT Service Delivery Manager. Based in Central London with a hybrid pattern (3 days in the office), you will own global IT support services and drive service excellence across the UK, US and international locations.

You will manage an outsourced global helpdesk, develop SLAs and KPIs, lead supplier governance, handle major incidents, and build a roadmap for continual service improvement, reporting to

Formación

• Proven experience managing outsourced helpdesk or service desk providers and driving supplier performance.
• Strong knowledge of ITIL service management principles and applying them in operations.
• Experience developing SLAs, KPIs and governance frameworks for CSIs.
• Ability to analyse service performance data and translate insights into improvements.
• Excellent stakeholder management and communication with senior leaders.

Responsabilidades

• Take ownership of outsourced global helpdesk performance against SLAs and KPIs.
• Lead supplier governance and service reviews, driving improvement plans.
• Act as senior escalation point for incidents and end-user support.
• Develop and deliver a service improvement roadmap and knowledge management.
• EstablishReporting and dashboards, providing insight to leadership.
• Build relationships across IT Operations, Security and external partners.
• Ensure new technologies are operationally ready with proper support models and training.
• Identify operational risks and drive resilience and efficiency improvements.

Conocimientos

ITIL framework

Stakeholder mgmt

Service governance

Supplier management

KPI reporting

Continual improvement

Negotiation

Educación

ITIL 4 Foundation

ITIL Managing Professional / SL

Lean Six Sigma (advantage)

Descripción del empleo

Service Delivery Manager

Central London (Hybrid - 3 days in the office) | Salary up to £85,000

Ashdown Group is working with a well-established international organisation to recruit an experienced ITService Delivery Manager to take ownership of its global IT support services and drive service excellence across the business.

This is a key role within IT Operations, responsible for managing an outsourced global helpdesk provider, improving service performance and ensuring a consistent, high-quality IT support experience across the UK, US and international locations.

Working closely with senior stakeholders, internal technology teams and third-party suppliers, you will strengthen service governance, drive continual improvement and ensure IT services deliver against business needs.

Key Responsibilities

• Take ownership of outsourced global helpdesk performance, ensuring delivery against agreed SLAs, KPIs and customer experience measures.

• Lead supplier governance and service reviews, holding providers accountable for performance, contractual commitments and improvement plans.

• Act as the senior escalation point for service issues, major incidents and end-user support.

• Develop and deliver a structured service improvement roadmap, enhancing processes, automation, self-service and knowledge management.

• Establish effective service reporting, dashboards and performance metrics, providing clear insight and recommendations to senior leadership.

• Build strong relationships across IT Operations, Infrastructure, Information Security, business stakeholders and external partners.

• Ensure new technologies and services are operationally ready before go-live, with appropriate support models, documentation and training in place.

• Identify operational risks and drive improvements in service resilience, efficiency and customer satisfaction.

About You

You will be an experienced IT Service Delivery or Service Management professional with a strong track record of managing outsourced IT support services within a complex, multi-site or international environment.

You will bring:

• Proven experience managing outsourced helpdesk or service desk providers and driving supplier performance.

• Strong knowledge of ITIL service management principles and practical experience applying them in an operational environment.

• Experience developing SLAs, KPIs, service governance frameworks and continual service improvement programmes.

• The ability to analyse service performance data, identify trends and translate insights into meaningful improvements.

• Excellent stakeholder management and communication skills, with the confidence to influence senior leaders and challenge suppliers constructively.

• A customer-focused, proactive approach and the ability to manage escalations and competing priorities calmly and effectively.

• ITIL 4 Foundation certification and ITIL 4 Managing Professional or Strategic Leader certification.

Lean Six Sigma certification would be advantageous.

The Opportunity

This is an excellent opportunity for a service delivery professional to make a tangible impact on global IT operations, strengthen supplier accountability and shape the future of service delivery within an international organisation.

Location: Central London - minimum three days per week in the office. Applicants must live within a practical commuting distance.

Salary: Up to £85,000, depending on experience.