Senior Service Delivery Manager

Location: Office London, United Kingdom

3-4 days Office Based

Employment Type: Full-Time Permanent

Reporting Line: Head of Technology Operations & Cybersecurity

Logicor is a leading owner, manager, and developer of European logistics real estate. Our portfolio of properties spans over 20 million square metres of warehouse space in key transportation hubs and close to major population centres, enabling us to support over 2,000 customers from a wide range of industries. We are headquartered in London and Luxembourg with teams of people based across Europe in key markets, creating a strong network of relationships, market knowledge and experience to help provide our customers with the best solutions for their needs. We believe that acting responsibly towards the environment, our people and towards the communities in which we operate is vital to the long-term success of our business and will bring positive and enduring change for our people, customers, and local communities. Creating an open, honest culture is a key priority for us. Logicor is a fair, safe, and enjoyable place to work where we focus on developing our talent, ensuring health, safety and wellbeing, promoting responsible business conduct and engaging our people. We are an equal opportunities employer, and we embrace a diverse and inclusive environment and the benefits that it brings.

Role Overview

The Senior Service Delivery Manager will lead the transformation of Logicor’s IT organisation into a mature, ITIL‑aligned function, delivering consistent and consistently good service across the business. The role will establish a robust IT Service Management (ITSM) framework, strengthen governance and service accountability, and centralise fragmented or “shadow IT” processes across the business. This position requires a senior, hands‑on leader who can bring operational discipline, define measurable service standards, and improve user experience through best‑practice service delivery, reporting, and performance management. We are looking for someone who is skilled and comfortable creating and agreeing a service strategy; driving the transformation; and then leading its operation and continuous improvement.

Main Responsibilities

• Service Management & Transformation

• Design, implement, and embed a full ITIL‑based ITSM framework (incident, problem, change, request, knowledge, CMDB, etc.) within 6 months.
• Define and publish the service catalogue, SLAs, OLAs, and KPIs aligned with business needs.
• Drive a shift from reactive IT support to proactive, metric‑driven service management.
• Implement continuous improvement cycles, service reviews, and CSI plans.

• Operational Oversight

• Provide leadership and direction for IT Operations through a dotted‑line relationship, ensuring accountability and consistency across all regions.
• Oversee desktop support, infrastructure operations, and managed service partners to deliver seamless service across Europe.
• Establish clear escalation, major‑incident, and problem‑management processes.
• Ensure accurate tracking and reporting through Logicor’s ITSM toolset (Jira Service Management or equivalent).
• Govern all third‑party managed service providers (MRI, Abacus, Econocom, Tribeca, Alicorn etc.) with structured service reviews and measurable outcomes.
• Monitor vendor SLAs, credits, and KPIs, and ensure value for money.
• Maintain a performance dashboard and manage service escalations effectively.

• Governance & Process Control

• Identify and eliminate shadow IT, bringing systems, contracts, and support under IT governance.
• Centralise and standardise IT operational processes, documentation, and knowledge bases.
• Ensure compliance with IT Security, Risk, and Governance frameworks (ISO 27001, NIS2, GDPR, AI Act readiness).
• Work closely with IT Operations, Security, Applications, and PMO teams to maintain alignment.

• User Experience & Reporting

• Champion a customer‑centric service culture with measurable satisfaction and improvement plans.
• Deliver service dashboards and reports to IT leadership and ExCo, highlighting trends and outcomes.
• Promote IT service awareness and education across Logicor.

Skills, Knowledge, and Experience

• 8+ years in IT Service Delivery or IT Operations leadership within a complex, multi‑site or pan‑European environment.
• Proven track record of implementing ITIL v4 and ITSM tools (e.g. Jira Service Management, ServiceNow).
• Strong governance, process design, and performance‑management skills.
• Experienced in managing MSPs, SaaS vendors, and internal IT teams.
• Excellent stakeholder engagement and communication at senior‑leadership level.
• Confident in data‑driven service reporting and KPI analysis.
• Certifications such as ITIL v4 Expert, COBIT, ISO 20000, PRINCE2, or equivalent are highly desirable.

Key Success Measures

• ITSM framework designed, approved, and operational within 6 months.
• Reduction of shadow IT and centralised visibility of all IT services and assets.
• SLA and KPI compliance achieved across incidents, requests, and changes.
• Quarterly service‑performance reviews delivered to ExCo.
• Positive upward trend in user satisfaction scores and service metrics.
• Measurable improvements in partner performance and contract governance.