Senior IT Service Delivery Manager

As the Senior IT Service Delivery Manager, you will be responsible for leading a team (15+) comprising of Infrastructure Engineers and Application Support Engineers supporting around 2000 users across the UK & Europe, including both remote and office-based employees.

You’ll have the ability to build strong relationships with key business leaders and use insights and data to drive innovation and service improvements. Providing an appreciation of the regulatory landscape and the responsibility of the team and individually to ensure compliance with regulations like PCI and GDPR., * Leading IT infrastructure services using a high level of understanding in relation to customer drivers, requirements, agreements, service architecture and service management.

• Introducing and implementing solutions and platforms on cloud technologies (ideally Azure).
• Set the strategy for the provisioning and lifecycle management of all end-user equipment and software.
• Own, maintain, and develop the CMDB for all end-user assets to enable effective budget planning and lifecycle management.
• Acts as a point of escalation for issues, able to use data and experience to define priorities, corrective action, and response.
• Managing service and performance against KPIs, SLAs, and OLAs, including measures of internal customer satisfaction.
• Responding to and supporting external software and other regulatory audits linked to controls and processes.
• Managing and leading teams of 18+ preferably across multiple locations and geographies.
• Managing vendors, including delivery performance and commercial negotiations.

• A technical background in Azure with MS365, Windows OS, Autopilot, MAC OS, and AD/Entra and AAD (including provisioning).
• Possesses a good understanding of endpoint security and measures to secure assets and data, including SSO/MFA, vulnerability management, email security, scanning, and pen testing.
• Experience with managing a hybrid device estate including MACs, Windows, and Linux as well as Intune-managed portable devices.
• Experience with Enterprise MDM, EPP, EDR, Patch management, and other tools from vendors like Microsoft, JAMF, CrowdStrike, ManageEngine, and Esentire to protect, monitor, and respond to incidents.
• Familiar with Enterprise service delivery platforms such as ServiceNow, FreshService, or similar, with experience customizing and using reporting for insights.
• Familiar with cloud computing concepts and technology and can implement strategies for their use to add value to and solve end-user requirements, e.g., Azure VDD and Amazon Workspaces.
• Experience with Digital Experience tools such as 1E, Nexthink, and Riverbed Aternity is beneficial.

Ready to take on a new challenge?