At a Glance
- Tasks: Manage IT service delivery, coordinate major incidents, and improve service processes.
- Company: Dynamic retail company with a focus on innovation and customer experience.
- Benefits: Competitive salary, bonus, hybrid work model, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a fast-paced environment.
- Why this job: Join a vibrant team and make a real impact in the retail tech space.
- Qualifications: 8+ years in IT service management and hands-on ServiceNow experience required.
The predicted salary is between 55000 - 70000 £ per year.
- Company: Retail Company
- Position: IT Service Delivery Manager
- Job responsibilities
- L1 triage & ownership: Act as regional L1 triage layer — validate severity/impact, capture data and route incidents to the correct resolver group, keeping knowledge and control within future autonomy.
- Major incident management: Coordinate major incidents end-to-end (e. g. authentication/M365 outages, store-down events), driving service vendor and other resolvers to resolution and clear user communication.
- Problem management: Turn recurring incidents into root-cause fixes and reduce avoidable demand.
- Vendor service integration: Own the day-to-day relationship with vendor for L1/L2 service desk, lifecycle/depot, major incident management and consultancy; run monthly service reviews and hold partners to SLA.
- Resolver-group coordination: Coordinate across Technology business (M365, identity, Service Now), our Business IT (transitional infra/EUC) and application/network/3PL vendors under a clear RACI.
- Service Now continuity: Ensure our workflows, routing, ownership and reporting are built and maintained in Service Now (with Plat4mation) — a key Day 1 risk area.
- End-User Computing & Workplace
- Device lifecycle: Manage the end-to-end device lifecycle (Windows/Surface, mobile, i Pad) to our Surface standard — procurement, build, deployment, refresh and secure disposal — coordinating with asset partners for the separation asset transfer.
- Workplace services: Own M365 workplace support (Outlook, Teams, Intune-managed devices), onboarding/offboarding (JML), print, access and conferencing across offices and showrooms.
- Asset management: Maintain an accurate asset register from Service Now/Intune covering user, device type, model, serial, status and location to support transfer and lifecycle management.
- Retail & Store Support Experience
- Store support model: Define and run the store-facing support experience for several hundred retail users, ensuring fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence in every location.
- Service Governance & Reporting
- SLA & experience reporting: Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions; produce clear management dashboards.
- Continual improvement: Drive ITIL-aligned continual service improvement and readiness reviews through cutover and hypercare.
Experience
- Service Management: 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.
- Service
Now: Hands-on Service Now experience — workflows, routing, reporting, and dashboards; able to help stand up/maintain our instance content.
- Vendor/SIAM: Proven vendor and SLA management, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model.
- EUC&M365: Solid end-user computing and Microsoft 365 support (Entra ID, Intune, Teams/Outlook), JML and device lifecycle to a corporate hardware standard.
- Retail Support: Experience supporting multi-site retail users and stores, including POS and store peripherals, across multiple European countries.
We regret to inform applicants that only shortlisted candidates will be notified.
Thank you for understanding.
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IT Service Delivery Manager (FTC) employer: JAC Recruitment
As a leading Energy Infrastructure Investment Company based in London, we pride ourselves on fostering a dynamic work culture that encourages innovation and collaboration. Our employees benefit from competitive salaries, comprehensive professional development opportunities, and the chance to work on impactful projects that shape the future of energy and infrastructure. Join us to be part of a team that values your expertise and supports your growth in a vibrant city known for its rich history and diverse opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager (FTC)
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at JAC Recruitment that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace IT Service Delivery Manager (FTC)
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at JAC Recruitment, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at JAC Recruitment can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at JAC Recruitment will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at JAC Recruitment
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at JAC Recruitment. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at JAC Recruitment.
