> Markdown version of [/jobs/ext/3174528-it-service-delivery-manager](https://www.wearedevelopers.com/jobs/ext/3174528-it-service-delivery-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Delivery Manager

- **Company:** Centre People
- **Location:** London, UK
- **Experience:** Expert
- **Salary:** £50,000.0 - £60,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Information Systems, Routing, Microsoft InTune, Information Technology, Servicenow
- **Published:** September 18, 2026
- **Apply:** https://www.reed.co.uk/jobs/it-service-delivery-manager/57362622

## About the Role

The ideal candidate should have strong IT service delivery and service desk, SLA management experience, hands-on ServiceNow and Microsoft 365 knowledge, and experience managing vendors and IT services across multi-site retail environments., * 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

## Description

* 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