IT Service Delivery Manager


MS SDM 3356984


Hardware Engineer, Helpdesk, Information Technology , Network Adminstration, Other, Project Manager, Support


£40,000 to £50,000 Per Annum


Hybrid + Great Benefits


West London - Hybrid

Contract Type:


We specialise in the recruitment of high quality candidates in the Technology Support sector. We have an excellent opportunity for an IT Service Delivery Manager to join an MSP based in West London.

£40,000 - £50,000 dependent on experience / Hybrid - 1 day from home

IT Service Delivery Manager’s Core Duties

  • Manage a team of 7-10 Service Desk and 3rd line engineers based in the UK and India
  • 70% hands on IT Management duties and 30% service delivery management
  • Oversee and service key account contracts to ensure customer satisfaction and retention
  • Monitor performance of information technology systems to determine cost and productivity
  • Provide IT support for some key technologies and project managing
  • Consult and build relationships across key customers, defining SLAs, gathering requirements, analysing day-to-day service, providing feedback and analysis or capturing delivery issues
  • Hit the ground running to ensure exceptional IT management of the team and customer satisfaction across service delivery

IT Service Delivery Manager’s Key Experience

  • Experience managing a small IT team (7-10) some based overseas
  • Experience with ITIL Service desk monitoring, assigning tickets, managing escalations and working to defined SLA’s, including service desk reporting
  • Experience leading IT projects, from design to deployment of new systems and services
  • Experience working in a service delivery, multi customer environment role (Managed Services)
  • Commercial awareness and contract management
  • Experience rolling out IT infrastructures across various technologies
  • Understanding of how procurement strategies can influence delivery of services and projects
  • Knowledge and experience of operational management, managing teams and personnel
  • Solid experience of change management processes
  • Ability to help define IT infrastructure strategy and architecture
  • Experience assessing vendors and develop test strategies for new hardware and software
  • Experience troubleshooting hardware and software issues for 3rd line support
  • Experience producing business analytics reports for clients

IT Service Delivery Manager’s Key Skills

  • Bachelor’s degree in IT, Computer Science, Information Systems, or equivalent experience
  • 2-5 years of experience working in IT operations as an IT Manager
  • ITIL v4 Specialist certification as a minimum
  • Strong technical knowledge of Servers, SAN’s, networking and data storage
  • Firm grasp on IT infrastructure operations, processes and best practices (e.g ISO27001)
  • Excellent project management skills and strong ability to prioritize
  • Highly analytical with the ability to apply original and innovative thinking
  • High level of oral and written communication skills
  • Strong client focus with the ability to operate at all contact levels
  • Highly motivated self-starter, with great attention to detail and loves being part of a team

Are you enthusiastic about the IT Service Delivery Manager job? Send us your CV in word format today