Our client, an engineering consultancy working across sectors, is currently seeking a proactive and experienced IT Service Delivery Manager to join their team. This permanent role offers a blend of office-based work (three days per week) with occasional travel, focusing on overseeing the performance, governance, and continuous improvement of IT services.
Key Responsibilities:
Service & Supplier Management
- Manage relationships with external MSPs and IT suppliers
- Monitor and drive performance against SLAs and KPIs
- Lead regular service reviews and ensure alignment with business objectives
Helpdesk & Service Operations
- Oversee IT helpdesk operations, ensuring effective incident resolution
- Track performance, escalations, and root cause analysis
- Identify trends and drive continuous improvement initiatives
Technical Oversight & Support
- Act as escalation point for complex issues and major incidents
- Provide or coordinate 2nd line support across systems and infrastructure
- Oversee server, infrastructure, and patch management delivered by MSPs
User & Access Management
- Manage onboarding, offboarding, and role changes
- Ensure secure and compliant access provisioning
- Administer identity and access within Microsoft environments
Microsoft & Systems Administration
- Oversee Microsoft 365, Azure, Entra ID, and SharePoint environments
- Manage permissions, licensing, and governance controls
- Administer key business systems, including ERP platforms
Security & Compliance
- Support IT security governance and access controls
- Ensure alignment with Cyber Essentials, ISO 27001, and internal standards
- Work with monitoring and security tools to maintain a secure environment
Equipment & Infrastructure
- Coordinate hardware provisioning, deployment, and asset tracking
- Support IT setup for new or changing office locations
Continuous Improvement
- Identify and implement service and process improvements
- Contribute to wider digital and technology initiatives
Documentation & Governance
- Maintain IT documentation, procedures, and service records
- Ensure effective governance and audit readiness
Job Requirements:
Experience
- Proven experience in IT Service Delivery or Service Management roles
- Strong background managing MSPs or third-party suppliers
- Experience in customer-facing environments
- Familiarity with ITIL principles and service management frameworks
- Experience working in regulated or compliance-driven environments
Technical Knowledge
- Microsoft ecosystem (Microsoft 365, Azure, Entra ID, SharePoint, Teams)
- Infrastructure management (Windows Server, virtualisation, networking)
- IT security concepts and tools
- Identity & access management (IAM, MFA, RBAC)
- Disaster recovery and business continuity planning
Skills & Behaviours
- Excellent communication and stakeholder management skills
- Strong problem-solving and analytical capability
- Ability to work independently and within a team
- Adaptability and a proactive approach to change
- High level of integrity and attention to confidentiality
Desirable Certifications:
- ITIL Foundation (or equivalent experience)
- Microsoft certifications (e.g., MS-900, AZ-900, SC-900)
- Additional service management or security certifications
Benefits:
- Opportunity to shape and improve IT service delivery
- Work in a collaborative and forward-thinking environment
- Support digital transformation and innovation
If you are an experienced IT Service Delivery Manager looking for a new opportunity to advance your career, we would love to hear from you. Apply now to join our client's dynamic team.
