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 innovation and digital transformation.
- Benefits: Enjoy competitive salary, hybrid working, private medical insurance, and generous annual leave.
- Other info: Great career growth opportunities in a fast-paced, collaborative culture.
- Why this job: Make a real impact by improving IT services and driving digital initiatives.
- 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
- 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
- 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 innovation and collaboration thrive. As a Service Delivery Manager, you'll benefit from a competitive salary, hybrid working options, and comprehensive health benefits, all while playing a pivotal role in driving digital transformation within a leading M&E Contractor. The company fosters a culture of continuous improvement and professional growth, ensuring that employees are well-supported in their career development and have access to unique advantages such as generous leave policies and additional company discounts.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their digital strategy and think about how your skills can align with their goals. This will help you stand out as a candidate who’s genuinely interested in the role.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience in IT service delivery and how you've managed suppliers in the past. Use specific examples that highlight your problem-solving skills and proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Delivery Manager role. Highlight your experience with MSPs, IT support services, and any relevant technical skills that match the job description. We want to see how you can bring value to our team!
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 your past experiences in service delivery and stakeholder management. Let us know how you align with our digital strategy objectives.
Showcase Your Technical Skills:Don’t hold back on your technical expertise! Make sure to mention your experience with Microsoft 365, Azure, and any other relevant technologies. We’re looking for someone who can hit the ground running, so show us what you’ve got!
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. We can’t wait to hear from you!
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 projects forward.
✨Be Proactive About Problem-Solving
Think of specific instances where you've identified recurring issues and implemented solutions. Highlight your troubleshooting skills and how you've contributed to operational efficiency in previous roles.
✨Align with Their Goals
Understand the company's digital strategy and be prepared to discuss how your experience aligns with their objectives. Show that you're not just about managing services but also about driving digital transformation initiatives.
