Service Delivery & Project Manager

ZipRecruiter; Sunderland; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking a hands-on Service Delivery and Project Manager to oversee IT services across the UK, Europe, and India. The role involves managing technology solutions, ensuring service compliance, and driving service improvements. The ideal candidate will have strong project management skills, experience in IT service management, and the ability to mentor and lead teams effectively. This position offers a chance to contribute to digital innovation and enhance stakeholder relationships.

Qualifications

• Proven track record in IT service delivery and project management.
• Strong experience in service improvement and team leadership.

Responsibilities

• Manage core IT services and SaaS platforms globally.
• Ensure cybersecurity compliance and service improvement initiatives.
• Support IT strategy development focusing on innovation.

Skills

Project Management

Stakeholder Management

Negotiation

Problem Solving

Education

ITIL Foundation

Tools

Microsoft 365

Cybersecurity Best Practices

Job description

Job Description

We're seeking a hands-on Service Delivery and Project Manager to ensure smooth delivery and continuous improvement of IT services across the UK, Europe, and India. You will manage key technology solutions, oversee supplier relationships, and ensure services meet security, availability, and performance standards.

You'll need strong project management skills to lead technology upgrades, service enhancements, and the integration of emerging technologies like AI and advanced data capabilities. We're looking for a self-starter who can mentor others, collaborate effectively, and deliver cost-efficient solutions that add business value.

Key Responsibilities:

• Manage and own core IT services and SaaS platforms (Microsoft 365, Power Platform, ExcelPoint, ViewPoint, FieldView, and more).
• Deliver IT services on budget and within agreed service levels globally.
• Ensure cybersecurity compliance, including Cyber Essentials Plus certification.
• Build strong relationships with business units and senior management to align IT services with business needs.
• Support IT strategy development, focusing on innovation and new technologies.
• Lead service improvement initiatives and coach team members.
• Manage service reviews, stakeholder communication, and customer feedback.
• Drive service strategy, incident resolution, and governance processes.
• Support project transitions and daily service operations.
• Promote collaboration, open communication, and team development.

Key Measures of Success:

• Higher business satisfaction and stronger IT stakeholder relationships.
• Deliver IT services and projects within budget and SLAs.
• Achieve cost savings and added business value through digital innovation.
• Enhance the reputation and visibility of IT across the business.
• Maintain compliance with GDPR, environmental, and quality standards.
• Efficient incident, change, and problem management.

Required Experience:

• Proven track record in IT service delivery and project management.
• Strong experience in service improvement, stakeholder management, and team leadership.
• Familiarity with incident, change, and problem management best practices.
• ITIL Foundation (or equivalent)
• Strong experience in IT service management and budget control
• Skilled in Microsoft 365, cybersecurity best practices, and system administration
• Broad knowledge across IT: software, networks, cloud, FinOps, and unified communications
• Hands-on experience with large-scale IT deployments
• Strong negotiation, influencing, and problem-solving abilities
• Proven ability to thrive in high-pressure, fast-paced environments