IT Service Delivery Manager - London - TWE43711

The IT Service Delivery Manager will take ownership of the organisation’s global technology support operations and play a key role in embedding a newly established outsourced support model. This position will oversee the operational management of core IT service management practices including incident response, problem resolution, change governance and technology resilience. Operating within a highly regulated professional services environment, the role requires a strong focus on operational control, service quality and compliance. The successful candidate will work closely with an external managed service provider and internal technology teams to ensure reliable, consistent and high-quality IT services across international offices. This individual will be responsible for developing and embedding structured service management processes aligned with ITIL principles while ensuring that technology operations support the organisation’s regulatory and governance requirements.

Key Responsibilities

• IT Service Operations & Governance
  • Oversee and govern Incident, Problem, and Change Management processes across the organisation.
  • Recreate, design, and mature ITIL-aligned service operations processes to support the needs of a large multinational professional services firm.
  • Establish and maintain operational governance frameworks to ensure consistent, compliant, and reliable IT service delivery.
  • Monitor operational KPIs, service performance metrics, and trend analysis to identify improvement opportunities and reduce service disruptions.
• Managed Service Provider Management
  • Act as the primary liaison and escalation point between the firm and its outsourced managed service provider.
  • Ensure adherence to service level agreements (SLAs) and agreed service standards.
  • Build strong working relationships with the external provider to ensure effective collaboration and high-quality support.
  • Ensure the outsourced support model aligns with the organisation’s security, regulatory, and operational compliance requirements.
• Incident & Problem Management
  • Coordinate and lead major incident responses, ensuring clear and effective communication with stakeholders.
  • Drive root cause analysis and problem management activities to prevent recurring issues.
  • Ensure incidents and problems are managed in line with agreed service levels, governance standards, and operational best practices.
• Disaster Recovery & Resilience
  • Develop, maintain, and continuously improve the firm’s technology Disaster Recovery (DR) framework.
  • Lead DR planning, documentation, and regular testing to ensure organisational resilience.
  • Ensure disaster recovery capabilities align with business continuity requirements and regulatory expectations.
• Operational Transformation & Continuous Improvement
  • Support the transition to a new outsourced IT support model and ensure operational readiness.
  • Coach and support internal IT teams in adopting new operational processes and collaboration models with the external provider.
  • Drive continuous service improvement initiatives to enhance service quality, efficiency, and user experience.
  • Contribute to the strategic development of IT service management capabilities within the firm.
  • Work closely with global office teams to ensure consistent service standards across all locations.
  • Ensure regional operational needs are reflected in service management processes while maintaining global governance standards.
  • Ensure IT operational processes support audit, compliance, and regulatory requirements relevant to the firm’s industry.
  • Maintain documentation, controls, and operational reporting to support internal governance and external audit readiness.
  • Support the implementation of operational practices aligned with security, compliance, and risk management frameworks.

Skills & Experience

• Proven experience managing ITIL-based service operations, particularly within outsourced or managed service environments.
• Strong experience delivering Incident, Problem, and Change Management in large, complex IT environments.
• Demonstrated experience transforming or maturing IT service management processes.
• Experience working within highly regulated industries such as legal, financial services, or professional services.
• Strong technical understanding of Microsoft Azure and cloud-based infrastructure.
• Experience managing major incidents and service escalations.
• Demonstrated experience in Disaster Recovery planning, testing, and execution.
• Strong analytical capability with the ability to interpret service data and drive operational improvements.
• Excellent stakeholder management and communication skills, with experience working across global teams.
• Experience supporting global IT environments with multiple international offices.
• Experience implementing or operating service management tooling such as ServiceNow or similar platforms.
• Experience leading service transitions or outsourcing programmes.

Personal Attributes

• Strong leadership and relationship-building skills.
• Highly organised with a proactive approach to problem solving.
• Able to operate effectively in complex, global environments.
• Customer-focused with a commitment to delivering high-quality service.
• Comfortable working within highly regulated, compliance-driven environments.