Service Delivery Manager
Central London (Hybrid – 3 days in the office) | Salary up to £85,000
Ashdown Group is working with a well-established international organisation to recruit an experienced ITService Delivery Manager to take ownership of its global IT support services and drive service excellence across the business.
This is a key role within IT Operations, responsible for managing an outsourced global helpdesk provider, improving service performance and ensuring a consistent, high-quality IT support experience across the UK, US and international locations.
Working closely with senior stakeholders, internal technology teams and third-party suppliers, you will strengthen service governance, drive continual improvement and ensure IT services deliver against business needs.
Key Responsibilities
Take ownership of outsourced global helpdesk performance, ensuring delivery against agreed SLAs, KPIs and customer experience measures.
Lead supplier governance and service reviews, holding providers accountable for performance, contractual commitments and improvement plans.
Act as the senior escalation point for service issues, major incidents and end-user support.
Develop and deliver a structured service improvement roadmap, enhancing processes, automation, self-service and knowledge management.
Establish effective service reporting, dashboards and performance metrics, providing clear insight and recommendations to senior leadership.
Build strong relationships across IT Operations, Infrastructure, Information Security, business stakeholders and external partners.
Ensure new technologies and services are operationally ready before go-live, with appropriate support models, documentation and training in place.
Identify operational risks and drive improvements in service resilience, efficiency and customer satisfaction.
About You
You will be an experienced IT Service Delivery or Service Management professional with a strong track record of managing outsourced IT support services within a complex, multi-site or international environment.
You will bring:
Proven experience managing outsourced helpdesk or service desk providers and driving supplier performance.
Strong knowledge of ITIL service management principles and practical experience applying them in an operational environment.
Experience developing SLAs, KPIs, service governance frameworks and continual service improvement programmes.
The ability to analyse service performance data, identify trends and translate insights into meaningful improvements.
Excellent stakeholder management and communication skills, with the confidence to influence senior leaders and challenge suppliers constructively.
A customer-focused, proactive approach and the ability to manage escalations and competing priorities calmly and effectively.
ITIL 4 Foundation certification and ITIL 4 Managing Professional or Strategic Leader certification.
Lean Six Sigma certification would be advantageous.
The Opportunity
This is an excellent opportunity for a service delivery professional to make a tangible impact on global IT operations, strengthen supplier accountability and shape the future of service delivery within an international organisation.
Location: Central London – minimum three days per week in the office. Applicants must live within a practical commuting distance.
Salary: Up to £85,000, depending on experience.
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