IT Service Delivery Manager

Salary: £55,000 - 70,000 per year

Requirements:

• 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.
• Hands-on ServiceNow experience, including workflows, routing, reporting, and dashboards, and the ability to help stand up and maintain our 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.

Responsibilities:

• Act as our regional L1 triage layer, validating severity and impact, capturing data, and routing incidents to the correct resolver group.
• Coordinate major incidents end-to-end, driving service vendors and other resolvers to resolution and ensuring clear user communication.
• Turn recurring incidents into root-cause fixes and reduce avoidable demand through problem management.
• Own the day-to-day relationship with our vendor for L1/L2 service desk, lifecycle/depot, major incident management, and consultancy, while running monthly service reviews and holding partners to SLA.
• Coordinate across Technology, Business IT, and application, network, and 3PL vendors under a clear RACI.
• Ensure our workflows, routing, ownership, and reporting are built and maintained in ServiceNow with Plat4mation.
• Manage the end-to-end device lifecycle for Windows, Surface, mobile, and iPad devices to our Surface standard, including procurement, build, deployment, refresh, and secure disposal.
• Own M365 workplace support, onboarding and offboarding, print, access, conferencing, and related support across offices and showrooms.
• Maintain an accurate asset register from ServiceNow and Intune to support transfer and lifecycle management.
• Define and run the store-facing support experience for several hundred retail users, ensuring fast and empathetic resolution for POS, connectivity, and peripheral issues.
• Track SLA and 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

More:

We are a retail company offering a 1-year fixed term contract for an IT Service Delivery Manager based in London or Amsterdam in a hybrid working setup. The role comes with a salary of 55,000–70,000 GBP plus a 10% bonus. We are looking for someone to help support service desk operations, vendor integration, end-user computing, store support, governance, reporting, and continual improvement across our retail environment.

last updated 34 week of 2026