IT Service Delivery Manager

3 weeks ago

City of London, United Kingdom Norton Blake Full time

IT Service Delivery & Vendor Manager, London/Hybrid, £65,000 per annumRole OverviewResponsible for managing vendor relationships, IT service performance, and continual service improvement to ensure high-quality, reliable IT services that deliver business value.Key ResponsibilitiesVendor Management: Build and maintain strong relationships with outsourcing and technology vendors, ensuring contractual obligations, SLAs, and performance standards are met.Commercial Oversight: Optimise the IT vendor portfolio, identify cost savings and service improvements, and support procurement in contract creation and onboarding.Service Performance: Lead regular service reviews, monitor KPIs and SLAs, and drive performance reporting through dashboards and analytics.Business Partnering: Act as the main point of contact for IT services, ensuring service quality and availability meet business expectations.ITSM Excellence: Promote a strong customer experience through proactive engagement and continuous improvement of IT services.Incident & Problem Management: Oversee major incidents, root cause analysis, and proactive problem resolution to minimise service disruptions.Continuous Improvement: Develop and track Service Improvement Plans (SIPs) to enhance service delivery and maturity.Commercial & Contract Management: Ensure contracts deliver maximum value and align with the client's strategic and operational goals.Service Assurance: Lead service review meetings, present transparent performance insights, and contribute to IT Operations management decisions.Projects & Initiatives: Support projects related to service delivery, vendor management, and operational maturity.Skills & ExperienceProven leadership and team development in IT Service Operations.Strong commercial, contractual, and vendor management experience (including SIAM).In-depth knowledge of IT infrastructure, networks, and emerging technologies.Expert understanding of ITIL principles and service performance metrics (SLAs, KPIs).Strategic thinker with strong analytical, problem-solving, and reporting skills.Financial management capability including forecasting and budgeting.Excellent communication, stakeholder engagement, and presentation skills.Experience managing multiple priorities and delivering under pressure.Knowledge & Qualifications10+ years’ experience managing technical IT service teams (Incident, Problem, Change).Expert in ITIL; familiarity with COBIT, ISO27001, and service assurance frameworks.Understanding of Cloud, Digital Transformation, and Service Design.Knowledge of vendor procurement (RFI/RFP), financial management, and business continuity planning.Ability to translate technical concepts into business language and influence senior stakeholders.

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