Technical Service Delivery Manager

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

Job summary

A leading company in Real Estate is seeking a Technical Operations Manager for a 12-month FTC in London. This pivotal role incorporates leadership in IT service delivery across their UK and European offices, emphasizing user satisfaction and service improvement in a dynamic, multi-national environment. The ideal candidate will bring solid experience in technical operations, strong stakeholder communication skills, and familiarity with ITSM platforms like ServiceNow.

Qualifications

• Experience in technical operations or IT service delivery leadership.
• Familiarity with Microsoft technologies (Office 365, Intune, etc.).
• Experience managing outsourced IT services.

Responsibilities

• Lead IT Service Desk operations ensuring performance and user satisfaction.
• Take ownership of Incident, Request, and Escalation processes.
• Coordinate resolution of major incidents and communicate with stakeholders.

Skills

Stakeholder communication

IT service management

Incident management

Service improvement

Education

ITIL certification

Tools

ServiceNow

Jira

Freshservice

ManageEngine

Job description

Technical Operations Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Per Week)

Here at Burns Sheehan, we're working with a leading name in the Real Estate space as they look to hire a Technical Operations Manager to help ensure smooth, reliable IT services across their UK and European offices.

This is a key hire within their Technology Services function, reporting into the Infrastructure & Security Manager. You'll lead day-to-day IT service delivery helping manage the internal support team and 3rd party providers - while also driving continuous improvement across user support, service processes, and operational tooling.

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 and manage IT Service Desk operations, ensuring strong performance and user satisfaction.
• Act as escalation point for major incidents - coordinating resolution and keeping stakeholders informed.
• Take ownership of Incident, Request, and Escalation processes and related reporting.
• Oversee Change Management processes and chair CAB meetings.
• Support desktop, mobile, and office IT environments - including vendor relationships, licensing and asset management.
• Work closely with internal teams and external partners to align on service improvement priorities.
• Occasionally travel to European offices when required.

Key Experience We're Looking For:

• Solid experience in a technical operations, IT service delivery, or service desk leadership role.
• Good knowledge of ITSM platforms (e.g. ServiceNow, Freshservice, Jira, ManageEngine).
• Familiar with core Microsoft technologies - including Office 365, Intune, Active Directory and basic networking.
• Experience working with 3rd party vendors and managing outsourced IT services.
• Confident in a stakeholder-facing role - strong communication and coordination skills.
• Ideally ITIL certified (or equivalent experience), with a hands-on approach to process improvement.
• Comfortable resolving first-line issues when necessary

This is a great opportunity for someone looking to step up in a visible, hands-on leadership role with plenty of variety day to day. If you're interested, apply below and we'll be in touch.

Technical Operations Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Per Week)

Burns Sheehan Ltd will consider applications based only on skills and ability and will not discriminate on any grounds.