At a Glance
- Tasks: Lead IT service delivery and manage supplier relationships in a dynamic environment.
- Company: Join a leading M&E contractor with a focus on digital transformation.
- Benefits: Enjoy competitive salary, hybrid working, and comprehensive health benefits.
- Other info: Great career growth opportunities in a supportive team culture.
- Why this job: Make a real impact by improving IT services and driving innovation.
- Qualifications: 5+ years in IT, with strong service delivery and supplier management experience.
The predicted salary is between 60000 - 75000 £ per year.
1st Step Solutions are supporting a leading M&E Contractor who are looking to appoint an experienced Service Delivery Manager to join their growing IT and Digital function based in London. This is an excellent opportunity for a proactive and technically capable IT professional who enjoys combining supplier management, service improvement, infrastructure oversight, and stakeholder engagement within a fast-paced environment.
The Role
As Service Delivery Manager, you’ll take ownership of the organisation’s Managed Service Provider (MSP), IT support services, and core infrastructure operations. You’ll play a key role in ensuring IT services are:
- Secure
- Reliable
- Responsive
- Aligned with business needs and digital strategy objectives
Working closely with internal stakeholders, external suppliers, and technical teams, you’ll help drive operational efficiency, improve service delivery, and support ongoing digital transformation initiatives.
Key Responsibilities
- Service Delivery & Supplier Management
- Act as the main operational contact for MSPs and IT suppliers
- Monitor supplier performance against SLAs and KPIs
- Lead regular service review meetings
- Ensure services align with business and digital strategy goals
- Support supplier governance, contract renewals, and commercial discussions
- IT Operations & Support
- Oversee the day-to-day IT helpdesk function
- Manage escalations and coordinate issue resolution
- Identify recurring technical issues and drive improvements
- Support onboarding/offboarding processes for users
- Ensure access rights and permissions are maintained securely
- Microsoft & Cloud Technologies
- Manage Microsoft 365, Azure, Entra, SharePoint, and related cloud platforms
- Administer user access, identity management, licensing, and security controls
- Oversee SharePoint Online structure, permissions, and governance
- Infrastructure & Security
- Provide oversight of infrastructure environments and MSP-delivered support
- Support security administration and compliance activities
- Assist with Cyber Essentials, ISO 27001 aligned controls, and internal governance requirements
- Support disaster recovery and business continuity planning
- Systems & Digital Improvement
- Administer COINS ERP user accounts and permissions
- Support IT setup for new and existing sites
- Drive process improvements and digital transformation initiatives
- Maintain IT documentation, procedures, and governance records
What We’re Looking For
We’re looking for someone who combines strong technical knowledge with excellent communication and stakeholder management skills. You should have:
- A minimum of 5 years’ experience within IT
- At least 4 years within IT Service Delivery
- Experience managing third-party suppliers and MSPs
- Strong troubleshooting and problem-solving skills
- Experience working in customer-facing environments
- A proactive and improvement-focused mindset
Technical Skills & Experience
- Core Infrastructure
- Windows Server Administration
- Hyper-V and virtualisation
- Patch management and OS hardening
- Backup, failover clustering, and high availability
- Identity & Access Management
- Active Directory / Azure AD / Entra ID
- Group Policy (GPO)
- MFA, SSO, Conditional Access
- Azure AD Connect
- Microsoft Technology Stack
- Experience across Microsoft 365, Azure, Entra, SharePoint, Exchange, Intune, Teams, Purview, Power Platform
- Security & Compliance
- Microsoft Defender / Security Suite
- Microsoft Sentinel or similar SIEM tools
- RBAC, IAM, PAM, XDR, and GRC tools
- Knowledge of Cyber Essentials and ISO 27001 controls
- Networking & Connectivity
- LAN/WAN technologies
- VLANs, switches, and routers
- VPN and remote access solutions
- Firewalls
- DNS, DHCP, and TCP/IP troubleshooting
- Automation & Scripting
- PowerShell scripting
- Power Automate
- Understanding of CI/CD principles
Certifications (Desirable)
- Any of the following would be advantageous:
- ITIL Foundation
- Microsoft MS-900
- AZ-900
- SC-900
- ITIL Managing Professional
- SIAM Foundation
- Cyber Essentials Practitioner
Professional memberships such as BCS, ISACA, (ISC)², AXELOS, IEEE, CompTIA would also be beneficial.
Package & Benefits
- Competitive Salary
- Hybrid Working
- Private Medical Insurance
- Healthcare Cash Back Plan
- Life Assurance
- Generous Annual Leave
- Employee Assistance Programme
- Pension Scheme
- Enhanced Maternity & Paternity Pay
- Additional Company Discounts & Benefits
Service Delivery Manager employer: 1st Step
1st Step Solutions is an exceptional employer, offering a dynamic work environment in London where IT professionals can thrive. With a strong focus on employee growth and development, the company provides competitive salaries, hybrid working options, and comprehensive benefits including private medical insurance and generous annual leave. Join a collaborative culture that values innovation and supports your career progression while you contribute to meaningful digital transformation initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how important it is to make those personal connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their digital strategy and think about how your skills align with their needs. We want you to walk into that interview feeling confident and ready to showcase your expertise!
✨Tip Number 3
Don’t just wait for job postings; be proactive! Reach out directly to companies you admire, even if they’re not hiring. Show them what you can bring to the table. We believe that sometimes, the best opportunities come from taking the initiative.
✨Tip Number 4
Apply through our website for a smoother process! It’s quick and easy, and you’ll have access to all the latest job openings. Plus, we’re here to support you every step of the way in landing that Service Delivery Manager role!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with IT service delivery, supplier management, and any relevant technical skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've improved service delivery or managed suppliers in the past. Let us know what makes you tick!
Show Off Your Technical Skills:Don’t hold back on showcasing your technical expertise! Mention your experience with Microsoft 365, Azure, and any other relevant technologies. We love seeing candidates who are proactive and improvement-focused, so make sure to highlight those traits.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at 1st Step
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Azure, and IT service delivery. Be ready to discuss your experience with managing MSPs and how you've improved service delivery in the past.
✨Showcase Your Communication Skills
As a Service Delivery Manager, you'll need to engage with various stakeholders. Prepare examples of how you've effectively communicated with both technical teams and non-technical stakeholders to drive operational efficiency.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations, like managing escalations or improving supplier performance. Think of real-life examples where you've successfully navigated similar challenges.
✨Align with Their Goals
Research the company's digital strategy and be ready to discuss how your skills and experiences align with their objectives. Show them you're not just a fit for the role, but also for their vision moving forward.
