IT Service Delivery Manager - 6 months - Leiston - £600/day - Inside IR35

Key Responsibilities

• Own delivery of IT managed services across all assigned service towers, ensuring compliance with SLAs, KPIs, OLAs, and contractual obligations
• Monitor service performance, driving proactive measures to improve service quality, continuity, and operational stability
• Act as primary customer-facing representative, building relationships with business, technical, and executive stakeholders
• Lead service review meetings and chair weekly, monthly, and quarterly service governance meetings
• Drive ITIL-aligned Incident, Problem, Change, Request, and Knowledge Management processes, with risks/issues/dependencies managed through RAID governance
• Develop and maintain Continual Service Improvement (CSI) plans, reducing recurring incidents and improving user satisfaction
• Coordinate and govern third-party suppliers, ensuring performance meets agreed service levels; support SIAM/multi-vendor environments
• Support budgeting, forecasting, service reviews, cost management, and contract renewal discussions
• Support onboarding of new services and transition into BAU operations, including project governance and operational readiness reviews
• Provide leadership and direction to service management and operational teams, fostering a customer-focused, high-performance culture

What You Will Ideally Bring

• Proven experience as a Service Delivery Manager within a Managed Services environment
• Strong understanding of ITIL practices: Incident, Problem, Change, and Service Level Management
• Experience managing enterprise services across M365, Azure, End User Computing, Service Desk, Network, Security, or Cloud environments
• Excellent stakeholder management, communication, and customer engagement skills
• Experience managing suppliers within SIAM or multi-vendor environments
• Strong analytical, reporting, governance, and service improvement capabilities
• Experience delivering against SLAs, KPIs, and contractual commitments, including ServiceNow ITSM optimisation
• ITIL Foundation or ITIL Managing Professional certification
• Experience with ServiceNow ITSM platforms
• Knowledge of Microsoft Azure, Microsoft 365, Intune, and modern workplace technologies

Contract Details

• Duration: 6 months
• Rate: £600/day - Inside IR35
• Location: Leiston(ONSITE)