Technology Service Delivery Manager

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Technology Service Delivery Manager

Location: London, UK

Reporting To: IT Director

Contract Term: Full time, permanent

ROLE OBJECTIVE

We are seeking a highly skilled and technically proficient Technology Service Delivery Manager to join our global IT team. This role demands a unique blend of technical expertise and service management acumen to ensure the seamless delivery and support of critical IT services across our geographically dispersed workforce. You will be a key player in optimizing our IT infrastructure, applications, and security, while ensuring exceptional user experiences and adherence to strict service level agreements.

Responsibilities

Service Delivery & Infrastructure Management:

• Oversee the day-to-day delivery of IT services, encompassing infrastructure, applications, and end-user support, ensuring alignment with SLAs and operational standards
• Proactively monitor infrastructure health, performance, and capacity, identifying and mitigating potential risks to service availability
• Manage incidents, problems, and changes with a focus on minimizing disruption and downtime
• Collaborate with internal IT teams (e.g. security, applications, cloud ops) to ensure seamless service operation and integration

Technical Expertise & Troubleshooting:

• Possess a strong understanding of core IT infrastructure components, including networks, servers, storage, databases, and cloud platforms
• Provide technical support and troubleshooting for complex issues escalated by service desk or junior team members
• Contribute to the design, implementation, and maintenance of IT solutions, ensuring scalability, security, and performance
• Stay abreast of emerging technologies and industry best practices, evaluating their potential impact on service delivery

Vendor Management & Collaboration:

• Manage relationships with key technology vendors and service providers, ensuring contractual obligations are met and service levels are maintained.
• Negotiate contracts and service agreements, optimizing costs and ensuring value for money.
• Collaborate with vendors on incident resolution, problem management, and the implementation of new technologies.

Continuous Improvement & Automation:

• Identify opportunities to improve service delivery efficiency and effectiveness through automation, process optimization, and knowledge management
• Develop and maintain comprehensive service documentation, including knowledge base articles, operational runbooks, and troubleshooting guides
• Contribute to the development and implementation of IT service management (ITSM) processes and tools

SKILLS & EXPERIENCE

Essential Skills and Experience:

• Proven experience as a Technology Service Delivery Manager or similar role, with a demonstrable track record of success in a global organisation
• Strong technical background with in-depth knowledge of IT infrastructure, networking, cloud computing, and cybersecurity
• Extensive experience working across a remote global workforce, understanding the complexities of delivering and supporting IT services in diverse locations
• Solid understanding of ITIL framework and service management principles
• Excellent communication, interpersonal, and stakeholder management skills
• Ability to work effectively under pressure and manage multiple priorities
• Strong analytical and problem-solving skills
• Experience with service management and monitoring tools

Desirable Skills and Experience:

• ITIL v4 certification
• Experience with scripting or automation tools (e.g., Python, PowerShell)
• Knowledge of specific technologies relevant to the organisation (e.g., GCP, M365, Cisco networking)