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)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what JAC Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges JAC Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at JAC Recruitment!
✨Direct Apply to JAC Recruitment
Let's not forget to apply directly through the JAC Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Delivery Manager (FTC)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at JAC Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at JAC Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at JAC Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
