IT Service Delivery Manager

1 month ago

London Area, United Kingdom ADLIB Recruitment | B Corp™ Full time
About the Role

We are seeking an experienced IT Service Delivery Manager to join our team in London. As a key member of our IT department, you will be responsible for managing a high-performing service desk function and leading key service delivery projects for our multi-award-winning business.

Key Responsibilities
  • Manage and mentor the IT support team, overseeing the performance of first and second-line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
  • Monitor ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
  • Develop and implement ServiceNow ITSM to automate processes and provide a scalable solution using industry best practices.
  • Project Management: Collaborate with stakeholders to understand departmental challenges and provide scalable solutions.
  • Develop and manage budgets to maintain spend within defined parameters.
  • Define, manage, and execute new IT projects to modernize and keep the business ahead of the curve for modern business, maintaining a cloud-first approach.
Requirements
  • In-depth knowledge of Office 365, including advanced configuration and deployment of applications using MDM tools.
  • Technical understanding of Microsoft Defender for endpoint, defender for cloud, and other Microsoft security products.
  • Extensive experience of Intune and Azure environments and how to support them.
  • Excellent networking and security knowledge with experience in deploying and configuring SASE solutions.
  • Expert understanding of ticketing best practices and ITIL processes.
  • Ability to inspire the service desk team, build a proactive learning environment, and implement industry best practices to improve ways of working.
  • Technical expertise in multiple ticketing systems, with extensive experience in ServiceNow designing and developing the solution.
  • Experience managing and growing a team to support an expanding user base, including external users associated with partner organizations.
  • Excellent project management skills and a hands-on approach to executing transformational projects.
What We Offer

We offer a competitive salary (£60-70K), bonus/commission scheme, generous holidays, staff product discounts, enhanced maternity/paternity leave, private medical insurance, pension, and much more. You will have the opportunity to play a big part in the continued success and growth of a well-known international brand undergoing an exciting digital transformation. There is considerable career and skills development focus within an ethically driven organization leading the way on sustainability.

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