Service Delivery Lead (Technology Operations)

We are looking for a hands-on Technology Operations & Service Delivery Manager to run the day-to-day delivery and performance of IT services across the organisation. Our services are delivered through a small number of core third-party partners, and this role keeps those partners to their commitments while operating our Microsoft cloud and end-user services reliably and securely, in support of the company’s growth ambitions. Reporting to the Chief Technology & Information Officer (CTIO), this is a hands-on operational management role. You will be comfortable getting into the detail yourself, acting as the senior technical escalation point above a first-line analyst and coordinating our suppliers to deliver reliable services.

Focus of the role: you will be genuinely hands-on across our Microsoft cloud, identity, and end-user services, operating and administering the estate day to day. You will coordinate cyber security delivery with our managed security partners rather than owning the security strategy, and you are not expected to be a security specialist or architect. We are looking for a strong, practical operations and service-delivery manager.

MAIN RESPONSIBILITIES

• IT Service & Operations Management
  • Run the IT service management function (service desk, incident, change, and problem management), delivered through an in-house first-line analyst and third-party partners.
  • Act as the senior technical escalation point, getting hands-on to resolve complex incidents and problems.
  • Define, maintain, and report against SLAs and KPIs for all IT services, including those delivered by suppliers, driving continuous improvement.
  • Oversee core IT infrastructure, including network, telephony, and communication services, and manage the IT asset lifecycle from procurement through to decommissioning.
  • Provide out-of-hours / on-call cover for major incidents.
• Microsoft Cloud, Identity & Modern Workplace
  • Administer and operate the company’s Microsoft Azure environment, keeping services running reliably and cost-effectively, and escalating architecture and design decisions to the CTIO.
  • Carry out day-to-day Azure operations including resource management, networking, virtual machines, storage, and platform services, applying established governance (policy, tagging, and cost monitoring).
  • Operate identity and access management across Microsoft Entra ID, including conditional access and the joiner/mover/leaver lifecycle.
  • Administer the Microsoft 365 estate and end-user computing, including endpoint management and device compliance through Intune.
• Cyber Security (Operational)
  • Coordinate day-to-day cyber security operations with our external MSSPs and security vendors, who provide specialist delivery and monitoring.
  • Support the CTIO in maintaining information security policies and standards, aligned with ISO 27001, Cyber Essentials, or equivalent frameworks.
  • Maintain the organisation’s security posture against the NCSC Cyber Assessment Framework (CAF) as a good-practice standard.
  • Coordinate vulnerability management, patch management, and threat monitoring across IT systems and the Azure estate, working with partners.
  • Act as first responder and coordinator for cyber security incidents, escalating to the CTIO and MSSPs and capturing post-incident learning.
  • Maintain up-to-date business continuity and disaster recovery plans, and liaise with Legal, who own data protection, privacy, and GDPR.
  • Manage IT suppliers and outsourced partners day to day, holding them to contractual commitments and managing spend for value.
  • Supervise and develop the first-line function (internal or outsourced), fostering accountability, continuous improvement, and customer focus.
  • Produce regular operational reporting for the CTIO and senior leadership, covering incident trends, SLA performance, and cloud spend.
  • Work closely with the Project & Change Delivery team to transition new services cleanly into operation.

PERSON SPECIFICATION

• Solid experience in a hands-on Technology Operations or IT Service Delivery management role (typically 5+ years).
• Demonstrable hands-on experience administering Microsoft Azure (IaaS and PaaS), Microsoft Entra ID / identity and access, and the Microsoft 365 and endpoint estate.
• Strong IT service management background, ideally ITIL-qualified.
• Experience managing third-party IT suppliers and managed service providers.
• Working knowledge of cyber security principles and tooling, and comfortable coordinating security operations delivered by partners.
• Comfortable acting as the senior technical escalation point and supervising a first-line analyst.
• Commercial awareness, including managing supplier contracts and spend.
• Clear communication skills, able to translate technical concepts for non-technical colleagues.

Certifications & Qualifications

• Advantageous: Microsoft Certified: Identity and Access Administrator Associate (SC-300); Microsoft 365 Certified: Administrator Expert (MS-102) or Endpoint Administrator Associate (MD-102).
• Experience working in a high-growth, scale-up, or operationally intensive environment.
• Familiarity with Cyber Essentials and/or ISO 27001 in a supporting capacity.
• Awareness of Operational Technology (OT) & IoT-connected infrastructure.
• Knowledge of ERP, HRIS, CRM, and finance systems.
• Background in the energy, utilities, or EV / mobility sectors.