IT Service Delivery Manager - £65,000 - £75,000 + Benefits - London (Hybrid) We are looking for an experienced IT Service Delivery Manager to lead and enhance IT support services and application delivery within a fast-paced, growing organisation. This is a key role focused on driving service excellence, operational efficiency, and strong stakeholder alignment across the business. You will take ownership of IT service operations, vendor relationships, and project delivery, ensuring high performance and continuous improvement across the IT function. Key Responsibilities Oversee the day-to-day operations of the IT Service Desk
Ensure all incidents and service requests are managed within agreed SLAs
Monitor ticket volumes, performance, and escalation processes
Produce regular reporting on service metrics, trends, and risks
Drive continuous improvement across IT processes and workflows
Implement and optimise ITIL-based practices (Incident, Problem, Change)
Identify trends and opportunities for automation and efficiency
Act as the key liaison between IT, business stakeholders, and suppliers
Translate business needs into IT priorities and deliverables
Manage third-party vendors, ensuring performance and SLA adherence
Lead application-related projects from planning to delivery
Coordinate testing, deployment, and stakeholder communication
Ensure projects are delivered on time, within scope, and aligned to business goals
Support ongoing application lifecycle and improvementsEssential Skills & Experience Proven experience managing IT Service Desk / Helpdesk functions
Strong understanding of ITIL frameworks (Incident, Problem, Change Management)
Experience working in DevOps-led environments
Excellent analytical skills with the ability to interpret service data
Strong stakeholder management and communication abilities
Experience managing vendors and cross-functional teamsDesirable Experience with ERP and/or CRM platforms
Project management experience (Agile or Waterfall)
Knowledge of Microsoft Azure or cloud platforms
Exposure to outsourced or third-party service modelsWhat’s On Offer Competitive salary (£65,000 – £75,000)
Flexible / hybrid working
Opportunity to shape and improve IT service delivery
Collaborative and forward-thinking environmentIT Service Delivery Manager - £65,000 - £75,000 + Benefits - London (Hybrid)