IT Service Delivery Manager (Contract)

We are seeking an experienced IT Service Delivery Manager for an Oil & Gas Operator client based in Aberdeen. This will be an initial 12 month contract with the potential to extend longer term. Please note that this role will require the successful candidate to be based in Aberdeen and the role cannot be worked fully remotely. To lead the oversight, governance, and performance management of all outsourced IT services across the company. This includes services covering infrastructure, cybersecurity, application managed services, and IT Service Management (ITSM). This is a critical role ensuring that our service providers deliver high-quality, secure, and cost-effective services in alignment with business objectives and contractual obligations. The successful candidate will act as the primary point of accountability for end-to-end service delivery performance across multiple vendors. You will act as the key interface between our internal business stakeholders and external service providers, ensuring IT services are delivered efficiently, securely, and in alignment with business needs across corporate offices, operational sites, and remote users.

Key Responsibilities:

• Service Provider & Contract Management
• Manage and govern performance of all outsourced IT service providers across infrastructure, cybersecurity, applications, and ITSM domains. (MSPs, MSSPs, application vendors).
• Serve as the single point of contact for escalations related to service delivery performance.
• Lead regular service review meetings with vendors and internal stakeholders.
• Ensure adherence to contractual SLAs, KPIs, and compliance requirements and contractual commitments.
• Lead service review meetings, performance reporting, and vendor accountability forums.
• Support commercial discussions, including renewals, variation agreements, and cost optimisations.
• Service Governance & Performance
• Monitor and report on service levels, identifying trends and areas for improvement.
• Define and enforce performance metrics, reporting standards, and escalation procedures.
• Coordinate service improvement plans (SIPs) with vendors when required.
• Maintain oversight of core ITIL processes including incident, change, request, and problem management.
• Ensure timely resolution of service issues and effective communication with stakeholders.
• Lead or support major incident response and post-incident reviews (PIRs).

What we are looking for:

• Minimum 5–8 years of experience in IT service delivery, preferably in energy, oil & gas, or industrial environments.
• Demonstrable experience managing fully outsourced service delivery models.
• Strong understanding of enterprise IT infrastructure, cybersecurity operations, and application services.
• Experience with vendor governance frameworks, SLA/KPI enforcement, and contract management.
• Solid grasp of ITIL processes, practices and tooling.
• Experience managing multi-vendor outsourced environments.
• Proven ability to manage vendor performance, contracts, and governance processes.
• Strong stakeholder communication and vendor negotiation skills.
• Experience with service management tools (e.g., ServiceNow, BMC, Cherwell).
• Desirable:
• ITIL v4 Foundation (Intermediate or Expert desirable).
• Exposure to OT/ICS (Operational Technology / Industrial Control Systems) integration challenges.
• Experience working with service providers in a regulated industry or safety-critical environment.
• Knowledge of cybersecurity frameworks (NCSC CAF, NIST CSF, etc.) and data protection laws (e.g., UK GDPR).

What We Offer

• Opportunity to build a Service Delivery function in a high-impact role at a newly formed, agile energy company.
• A dynamic and supportive working environment with industry leaders from Shell, Equinor, and Adura.
• Competitive compensation and benefits package.