Senior Service Delivery Manager

About the role

An exciting opportunity has arisen for an experienced Senior Service Delivery Manager to join a large, complex organisation undergoing significant technology and service transformation. You will lead a team responsible for delivering high‑quality IT services that support business operations and drive an excellent end‑user experience.

Key responsibilities

• Manage a team of 8 Service Desk and Field Engineers, including two team leads.
• Review and improve Service Desk processes to meet SLAs and KPIs.
• Implement and maintain ITIL best practice across the service function.
• Drive continuous improvement, automation and technology adoption, developing a long‑term service model.
• Oversee service areas such as desktop/laptop lifecycle, mobile device support, software asset management, telephony, printing and peripheral equipment.
• Manage a multi‑million‑pound budget and ensure alignment with business objectives.

Required profile

• Significant experience in service ownership and delivery of end‑user workplace services.
• Proven track record managing Service Desk operations in outsourced, managed‑service or multi‑vendor environments.
• Strong understanding of IT Asset Management principles and best practice.
• Deep knowledge of ITIL and SIAM methodologies, with hands‑on experience in incident, problem and change management.
• Ability to build trusted relationships with business stakeholders and drive technology adoption.

Required skills

• ITIL
• SIAM
• Microsoft Azure (cloud‑first environment)
• IT Asset Management
• Incident, Problem and Change Management
• Multi‑vendor Service Management