IT Service Delivery Manager (FTC)

• Act as the regional L1 triage layer: validate incident severity and impact, capture relevant data, and route incidents to the correct resolver group while retaining knowledge and control for future autonomy.
• Coordinate major incidents end-to-end, driving service vendors and other resolvers toward resolution and ensuring clear user communication.
• Turn recurring incidents into root-cause fixes and reduce avoidable demand.
• Own the day-to-day relationship with the L1/L2 service desk, lifecycle/depot, major incident management and consultancy vendor; run monthly service reviews and hold partners to SLA.
• Coordinate resolver groups across Technology, Business IT, and application, network and 3PL vendors under a clear RACI.
• Ensure our ServiceNow workflows, routing, ownership and reporting are built and maintained with Plat4mation.
• Manage the end-to-end lifecycle of Windows/Surface, mobile and iPad devices, including procurement, build, deployment, refresh and secure disposal; coordinate with asset partners on the separation asset transfer.
• Own M365 workplace support, onboarding/offboarding (JML), print, access and conferencing across offices and showrooms.
• Maintain an accurate ServiceNow/Intune asset register covering user, device type, model, serial number, status and location to support transfer and lifecycle management.
• Define and run the store-facing support experience for several hundred retail users, providing fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence at every location.
• Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions, and produce clear management dashboards.
• Drive ITIL-aligned continual service improvement and readiness reviews through cutover and hypercare.

Technologies:

• Hardware
• Incident Management
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• ServiceNow
• Windows
• Office 365

• 8+ years of experience in IT service delivery or service desk management, with strong ITIL-based incident, problem and change practices.
• Hands-on ServiceNow experience with workflows, routing, reporting and dashboards, including helping to establish and maintain instance content.
• Proven vendor and SLA management experience, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model.
• Solid end-user computing and Microsoft 365 support experience, including Entra ID, Intune, Teams/Outlook, JML and device lifecycle management to a corporate hardware standard.
• Experience supporting multi-site retail users and stores, including POS and store peripherals, across multiple European countries.

We are a retail company seeking an IT Service Delivery Manager for a one-year fixed-term contract. The role is based in London or Amsterdam on a hybrid basis, with a salary of £55,000-£65,000 plus a 10% bonus. Only shortlisted candidates will be notified.