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Contract Type: Permanent
Location: London, England
Salary: Negotiable
Start Date: ASAP
REF: SDM-LON-ROB_1555608202
Contact Name: Robert Hudson
Contact Email:
Job Published: about 1 year ago

Job Description

We have a fantastic new opportunity available as Service Delivery Manager - working for a highly reputable consumer driven company - frequently rated in The Times' top employer lists.

This is a newly created role, to build on established IT functions and improve process and capability within the business.

You will have responsibility across the group - which is split across sites in the UK and the US.

Job Purpose

  • Manage high performing service delivery functions including IT Help Desk, and Application Support teams across all locations. Will directly support business growth through creating a scalable IT Service Delivery capability across multiple time zones.
  • Willing to travel to the US as required
  • Part of the technology management on-call rota for the co-ordination of major incident response outside of office hours.


  • Lead the IT and application support functions across all locations.
  • Manage team rotas to ensure consistent support coverage to the business across all locations.
  • Owner of the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
  • Work closely with the Infrastructure and Development teams on problem management.
  • Owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
  • Co-design internal SLAs and KPI's along with peers in IT and business representatives.
  • Monitor and audit service delivery; ensuring processes are in place and followed.
  • Arrange service review meetings with representatives from internal business units.
  • Act as the business owner for the Service Management Platform, which is used across business units.
  • Work closely with the operations and facilities management team to co-ordinate office moves and changes.
  • Contribute to IT budget and resource planning.
  • Contribute to the long-term IT roadmap and strategy.
  • Support the Business Improvement Team in identifying and co-ordinating inbound business demand for new solutions.

Person Specification

  • Experience of managing multi-site IT or application support teams.
  • Experience of IT asset and licence management.
  • Experience of creating and managing an IT Service Catalogue.
  • Able to coach and develop team members in implementing service management standards and processes.
  • Builds and maintains strong stakeholder relationships.



  • 5+ years' experience of managing IT Service Delivery teams within environments of 1000+ users.
  • ITIL Certificate in Managing Across the Lifecycle or equivalent level
  • Maintain hands-on level knowledge of IT systems and infrastructure


  • Prince2 or PMP Project Management Experience
  • Experience of Service Management Platforms.

Project People is acting as an Employment Agency in relation to this vacancy.