IT Service Delivery Manager

Overview

In this role you will coordinate the Secure Working Environment (SWE) and oversee service performance, governance and supplier engagement. You will act as the central point for onboarding, licensing, budgets and reporting, ensuring value for money and alignment with business needs. You’ll work with the managed service provider, internal IT and project teams to enable access to SWE services while maintaining governance. The position offers regional base flexibility and a chance to shape IT service delivery across multiple stakeholders. This is a hands-on, cross-functional role with a strong focus on governance, commercial oversight and service improvement.

Pay / Benefits

• Smart working with up to 40% remote working
• 25 days paid annual leave (pro rata)
• pension and share incentive plan
• family-friendly policies (maternity/adoption leave, paternity/partner leave)
• volunteering leave
• recognition schemes

Responsibilities

• Coordinate SWE service delivery and governance; manage operational reviews and stakeholder engagement
• Primary liaison with managed service provider; monitor performance against SLAs
• Identify and manage risks, issues and dependencies; track actions to completion
• Oversee Microsoft 365 and application licensing; forecast demand; optimize costs
• Own SWE service budget; ensure controllable expenditure and financial targets
• Develop financial forecasts across licensing, onboarding, and ongoing costs
• Monitor service consumption and support budgeting, recharge activities and reporting
• Collaborate with Finance, Procurement and Commercial teams for governance and compliance
• Build relationships with stakeholders, project teams, suppliers and internal IT to translate requirements into outcomes
• Support onboarding, transition and ongoing operation of SWE projects/services
• Produce management information and governance documentation; support audit and compliance
• Drive continuous improvement to service quality, user experience and value from technology investment

Key requirements

• Experience in IT service delivery or service management
• Strong stakeholder and supplier management skills
• Experience with third-party suppliers and MSPs
• Strong analytical skills and ability to produce MI and insights
• Experience in financial forecasting, budget tracking and cost reporting
• Understanding of recharge models and service consumption reporting
• Strong Excel and reporting capabilities; ability to present data clearly
• Excellent communication and organisational skills
• Ability to manage multiple priorities and stakeholders in a complex environment
• Proactive, collaborative approach and problem-solving mindset
• Ability to balance service quality with commercial considerations
• SC clearance is required or willing to obtain

• strong stakeholder management
• analytical mindset
• effective communication
• Microsoft 365 licensing and management
• financial forecasting and budgeting
• management information reporting

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