IT Service Delivery Manager

Main Responsibilities

• Manage L1 service desk operations, incident triage, major incident coordination, and problem management
• Own vendor relationships, SLA performance, service reviews, and coordination across multiple resolver groups
• Maintain ServiceNow workflows, routing, ownership, reporting, and dashboards
• Manage end-user computing and Microsoft 365 workplace services, including Entra ID, Intune, Teams, Outlook, JML, and device lifecycle
• Define and manage IT support services for approximately 300 retail users across European stores, including POS, connectivity, and peripheral issues
• Track service KPIs, SLA performance, ticket volumes, CSAT, and readiness activities through management reporting
• Drive ITIL-aligned continual service improvement and support cutover and hyper care activities
• Maintain continuity of IT services during the business separation while establishing independent OEG capabilities

Ideal Candidate

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related field
• 5+ years' experience in IT service delivery or service desk or SLA management with strong ITIL-based incident, problem, and change management experience
• Hands-on ServiceNow experience, including workflows, routing, reporting, and dashboards
• Strong vendor and SLA management experience, ideally within a multi-supplier SIAM environment
• Solid Microsoft 365 and end-user computing experience, including Entra ID, Intune, Teams, Outlook, JML, and device lifecycle management
• Experience supporting multi-site retail users and stores across multiple European countries
• Experience managing IT service continuity during a carve-out or business separation
• ITIL 4 Foundation, ServiceNow, or service management certifications are advantageous
• Premium fashion, apparel, or luxury retail experience is advantageous
• Customer-focused, calm under pressure, and able to drive accountability across external partners

Conditions

• Location: London, UK, or Netherlands
• Working Style: hybrid
• Salary: £50,000–£60,000 per annum depending on experience
• Job Type: fixed-term contract
• Working Hours: Monday to Friday
• Start: ASAP