IT Service Delivery Manager (1 year FTC)

Service Desk & Incident Management * L1 triage & ownership: Act as regional L1 triage layer - validate severity/impact, capture data and route incidents to the correct resolver group, keeping knowledge and control within future autonomy. * Major incident management: Coordinate major incidents end-to-end (e.g. authentication/M365 outages, store-down events), driving service vendor and other resolvers to resolution and clear user communication. * Problem management: Turn recurring incidents into root-cause fixes and reduce avoidable demand.

Service Integration & Vendor SLA (SIAM) * Vendor service integration: Own the day-to-day relationship with vendor for L1/L2 service desk, lifecycle/depot, major incident management and consultancy; run monthly service reviews and hold partners to SLA. * Resolver-group coordination: Coordinate across Technology business (M365, identity, ServiceNow), our Business IT (transitional infra/EUC) and application/network/3PL vendors under a clear RACI. * ServiceNow continuity: Ensure our workflows, routing, ownership and reporting are built and maintained in ServiceNow (with Plat4mation) - a key Day 1 risk area.

End-User Computing & Workplace * Device lifecycle: Manage the end-to-end device lifecycle (Windows/Surface, mobile, iPad) to our Surface standard - procurement, build, deployment, refresh and secure disposal - coordinating with asset partners for the separation asset transfer. * Workplace services: Own M365 workplace support (Outlook, Teams, Intune-managed devices), onboarding/offboarding (JML), print, access and conferencing across offices and showrooms. * Asset management: Maintain an accurate asset register from ServiceNow/Intune covering user, device type, model, serial, status and location to support transfer and lifecycle management.

Retail & Store Support Experience * Store support model: Define and run the store-facing support experience for several hundred retail users, ensuring fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence in every location.

Service Governance & Reporting * SLA & experience reporting: Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions; produce clear management dashboards. * Continual improvement: Drive ITIL-aligned continual service improvement and readiness reviews through cutover and hypercare.