Service Delivery Manager

IT Service Delivery Manager

Central London

£70,000 – £80,000 PA

A leading construction engineering organisation undergoing rapid growth through acquisitions is seeking a high-calibre IT Service Delivery Manager. This is a highly acquisitive business with ambitious growth plans over the coming years.

This is a pivotal role within a high-performing IT team, ideal for a proactive leader with a strong technical background and a passion for delivering outstanding service. You'll oversee 1st and 2nd line support teams, take ownership of the ServiceNow platform and play a key role in driving operational maturity, continuous improvement and service optimisation.

You'll also contribute to wider business initiatives, including M&A integration projects, ensuring smooth transitions and consistent service delivery throughout periods of change.

Key Responsibilities

* Lead, coach and develop IT support teams through regular reviews, mentoring and structured development plans

* Own and optimise the ServiceNow platform, driving adoption and alignment with organisational goals

* Manage daily operations, allocate resources effectively and monitor incident and request trends to ensure SLA compliance

* Embed ITIL best practices across all service management disciplines, including Incident, Problem, Change, Release and Major Incident Management

* Oversee third-party service providers, ensuring contractual and performance standards are met

* Identify and address process gaps, implement corrective actions and champion continuous improvement

* Produce and present detailed monthly service reports and performance reviews for key stakeholders

* Handle escalations with professionalism, ensuring timely resolution and high satisfaction levels

* Identify risks to service continuity and implement mitigation strategies to maintain operational stability

* Maintain accurate configuration records (CMDB), service catalogues and internal knowledge bases

* Support IT service integration during mergers and acquisitions, ensuring alignment with business objectives and minimal disruption

Requirements:

* Experience working in IT service delivery within complex or infrastructure-heavy environments (e.g. construction, utilities, transport, or enterprise IT)

* Proven success in managing IT support operations and delivering high-quality IT services

* Strong technical background with hands-on IT support experience

* Deep understanding of ITIL frameworks (Intermediate certification or higher preferred)

* Experienced ServiceNow Administrator or Product Owner

* Inspirational people leader with a proven ability to motivate, develop and manage teams

* Excellent communication and stakeholder management skills

* Strong analytical and organisational abilities, with a proactive approach to problem-solving