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For Companies At a Glance
- Tasks: Lead the delivery of IT services, ensuring performance and continuous improvement.
- Company: Join a dynamic organisation focused on delivering top-notch IT solutions.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be at the forefront of IT service excellence and make a real impact.
- Qualifications: Experience in IT Service Delivery and knowledge of network infrastructure required.
- Other info: Security clearance needed; must have 5 years UK address history.
The predicted salary is between 48000 - 72000 £ per year.
Overview
The IT Service Delivery Lead will be responsible for the end-to-end delivery, performance, and continual improvement of Network and Workplace IT services across the organisation. This role ensures that services are delivered to agreed SLAs, align with business needs, and comply with governance, security, and regulatory requirements. The role will manage supplier performance, oversee incident and problem resolution, and drive operational excellence through proactive monitoring and continuous service improvement.
Please Note: Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) and declaration of being a British passport holder with no dual nationalism at the point of application.
Note: The information relates to a specific client requirement.
Responsibilities
1. Service Delivery & Operations
- Lead the day-to-day delivery of Network and Workplace services (including LAN/WAN, Wi-Fi, End-User Computing, Collaboration Tools).
- Ensure service performance meets agreed SLAs, KPIs, and contractual obligations.
- Oversee incident, problem, change, and request management processes for in-scope services.
- Ensure operational readiness for new services, upgrades, and changes.
- Manage escalations, ensuring timely communication and resolution.
- Act as the primary point of contact for business stakeholders on Networks & Workplace service matters.
- Manage relationships with third-party suppliers, ensuring performance, compliance, and value for money.
- Facilitate service review meetings and maintain service performance dashboards for stakeholders.
- Identify and deliver continuous service improvements to enhance reliability, efficiency, and user satisfaction.
- Ensure adherence to ITIL best practices and corporate policies.
- Maintain service documentation, SOPs, and knowledge articles.
- Ensure compliance with cybersecurity standards, data protection regulations, and audit requirements.
2. Projects & Transition
- Support and lead service transition activities for new solutions, ensuring they meet operational acceptance criteria.
- Collaborate with project teams to ensure smooth integration of new or upgraded services into live operations.
Key Skills & Experience
- Proven experience in IT Service Delivery, preferably within large-scale or multi-site environments.
- Good working knowledge of network infrastructure (LAN/WAN, firewalls, Wi-Fi, SD-WAN, VPNs) and workplace technologies (Windows, Google Suite, collaboration tools, device management).
- Hands-on experience with ITIL processes, especially incident, problem, change, and service level management.
- Excellent supplier management and contract performance monitoring skills.
- Strong stakeholder engagement and communication skills, with the ability to influence at all levels.
Job Qualifications
Highly Desirable Skills and differentiators
- IT technical background in End User Computing – Strongly recommended
- ITIL v4 Foundation or higher certification – Strongly recommended
- Experience working in regulated industries (Defence and Space, government).
- Knowledge of Remedy or equivalent ITSM tools.
- Customer-focused mindset with a commitment to service excellence.
- Analytical and methodical approach to problem-solving.
- Ability to work under pressure and manage competing priorities.
- Strong leadership qualities with the ability to guide cross-functional teams
Seniority
- Mid-Senior level
Employment type
- Full-time
Job function
- Business Development
Industries
- Business Consulting and Services
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Service Delivery Lead employer: Accenture
Contact Detail:
Accenture Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Lead
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Consider brushing up on your knowledge of incident, problem, and change management processes to demonstrate your expertise during discussions.
✨Tip Number 2
Showcase your experience with network infrastructure and workplace technologies. Be prepared to discuss specific projects where you've successfully managed these services, highlighting any improvements you implemented.
✨Tip Number 3
Build a strong understanding of supplier management and performance monitoring. Think of examples where you've effectively managed third-party relationships and how you ensured compliance and value for money.
✨Tip Number 4
Prepare to discuss your stakeholder engagement skills. This role requires excellent communication and the ability to influence at all levels, so have examples ready that demonstrate your success in these areas.
We think you need these skills to ace Service Delivery Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Delivery, particularly in managing network and workplace services. Use specific examples that demonstrate your ability to meet SLAs and manage supplier performance.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your experience with ITIL processes and your ability to drive continuous service improvement. Show how your skills align with the company's needs.
Highlight Relevant Certifications: If you have an ITIL v4 Foundation or higher certification, make sure to mention it prominently in your application. This is a highly desirable skill for the role and can set you apart from other candidates.
Demonstrate Stakeholder Engagement Skills: In your application, provide examples of how you've successfully engaged with stakeholders at various levels. Highlight your communication skills and ability to influence decisions, as these are crucial for the Service Delivery Lead position.
How to prepare for a job interview at Accenture
✨Understand ITIL Best Practices
Make sure you have a solid grasp of ITIL processes, especially incident, problem, change, and service level management. Be prepared to discuss how you've applied these principles in your previous roles.
✨Showcase Supplier Management Skills
Highlight your experience in managing supplier relationships and ensuring compliance with SLAs. Be ready to provide examples of how you've improved supplier performance or resolved issues effectively.
✨Demonstrate Technical Knowledge
Familiarise yourself with network infrastructure and workplace technologies relevant to the role. Be prepared to discuss specific technologies you've worked with, such as LAN/WAN, firewalls, and collaboration tools.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills under pressure. Think of examples from your past experiences where you successfully navigated challenges in service delivery.
