Service Delivery Manager

Burns Sheehan; London; Hybrid; GBP 70,000; Full time

Job summary

A leading company in the Real Estate sector seeks a Service Delivery Manager for a 12-month fixed-term contract in London. Responsibilities include managing IT service operations across offices, ensuring service quality, and guiding improvements. The role requires experience in IT operations and strong communication skills.

Qualifications

• Experience managing escalations and service quality.
• Good knowledge of core Microsoft tools.
• Familiarity with ITSM platforms preferred.

Responsibilities

• Lead day-to-day operations of the internal IT support team.
• Act as main escalation point for service-related incidents.
• Maintain oversight of ITSM processes.

Skills

Experience in IT Service Delivery

Helpdesk / IT Operations Management

Strong communicator

Education

ITIL certification or equivalent experience

Tools

Office 365

Active Directory

Freshservice

ServiceNow

Jira

Job description

This range is provided by Burns Sheehan. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Burns Sheehan

Senior Recruitment Consultant (DevOps, Data & Engineering)

Service Delivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite)

Here at Burns Sheehan, we are working exclusively with a leading name in the Real Estate sector as they look to hire a Service Delivery Manager to join their Technology Services function on an initial 12-month fixed-term basis.

This is a hybrid role that sits between Service Delivery and Helpdesk Management where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management.

The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate.

Core Responsibilities:

• Lead the day-to-day operations of the internal IT support team
• Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly
• Maintain oversight of core ITSM processes which includes - incident, request, and change management
• Participate in weekly delivery/change meetings, helping to shape the approach and assess business impact
• Guide operational tooling improvements and help prioritise internal service enhancements
• Manage relationships with suppliers for hardware, mobile, and connectivity reviewing contracts and spend

What They’re Looking For:

• Experience in IT Service Delivery or Helpdesk / IT Operations Management
• Managing escalations and working closely with internal teams ensuring service quality
• Good working knowledge of core Microsoft tools – Office 365, Intune, Active Directory
• Familiarity with ITSM platforms (e.g. Freshservice, ServiceNow, Jira)
• Strong communicator - able to work with technical and non-technical stakeholders alike
• Some exposure to change management and helping shape technical delivery would be useful
• ITIL knowledge or equivalent experience preferred

This is a great fit for someone who enjoys variety and thrives in a visible, hands-on service leadership role. While deep technical skills aren’t required, a solid grounding in IT operations and service environments is important.

Sound Interesting? Feel free to Apply and I will get back to you accordingly !!!

Service Delivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

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