At a Glance
- Tasks: Manage IT service delivery and operations for a global fashion brand across Europe.
- Company: Join a leading Japanese fashion brand with a vibrant culture.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Great chance to shape IT services during an exciting business transition.
- Why this job: Be at the forefront of IT innovation in a dynamic retail environment.
- Qualifications: 5+ years in IT service delivery, strong ServiceNow and Microsoft 365 skills required.
The predicted salary is between 63000 - 77000 £ per year.
A global Japanese fashion brand is currently recruiting an IT Service Delivery / IT Operations Manager to establish and manage its day-to-day IT service across Europe. You will own the service desk experience, end-user computing, vendor service integration, and ServiceNow-based support model for approximately 50 office users and 300 retail users as the European business separates from the regional organisation.
The ideal candidate should have strong IT service delivery and service desk, SLA management experience, hands-on ServiceNow and Microsoft 365 knowledge, and experience managing vendors and IT services across multi-site retail environments.
Main Responsibilities
- Manage L1 service desk operations, incident triage, major incident coordination, and problem management
- Own vendor relationships, SLA performance, service reviews, and coordination across multiple resolver groups
- Maintain ServiceNow workflows, routing, ownership, reporting, and dashboards
- Manage end-user computing and Microsoft 365 workplace services, including Entra ID, Intune, Teams, Outlook, JML, and device lifecycle
- Define and manage IT support services for approximately 300 retail users across European stores, including POS, connectivity, and peripheral issues
- Track service KPIs, SLA performance, ticket volumes, CSAT, and readiness activities through management reporting
- Drive ITIL-aligned continual service improvement and support cutover and hyper care activities
- Maintain continuity of IT services during the business separation while establishing independent OEG capabilities
Ideal Candidate
- Bachelor’s degree in IT, Computer Science, Information Systems, or a related field
- 5+ years' experience in IT service delivery or service desk or SLA management with strong ITIL-based incident, problem, and change management experience
- Hands-on ServiceNow experience, including workflows, routing, reporting, and dashboards
- Strong vendor and SLA management experience, ideally within a multi-supplier SIAM environment
IT Service Delivery Manager employer: Centre People Appointments Careers
Join a leading manufacturer renowned for its commitment to innovation and excellence in scientific instrumentation. As a Field Service Engineer based in Manchester, you'll enjoy a dynamic work culture that values hands-on technical expertise and customer satisfaction, alongside generous benefits including business trip compensation and a supportive environment for professional growth through international travel opportunities. This role not only offers competitive remuneration but also the chance to be part of a team dedicated to delivering outstanding service worldwide.
Contact Details:
Centre People Appointments Careers Recruitment Team
