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# IT Service Delivery Manager (FTC)

- **Company:** JAC Recruitment
- **Location:** London, UK
- **Experience:** Expert
- **Salary:** £60,000.0 - £65,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Microsoft Office, Routing, Microsoft InTune, Servicenow
- **Published:** October 2, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5905468042

## About the Role

* 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.

## Description

* 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