Service Delivery & Support Manager

IT Service Delivery & Service Centre Team Lead

Location: London, EC3V
Working Pattern: Hybrid
Contract: Permanent
Salary: £65,000 - £70,000
Hours: Monday to Friday, 9:00am – 5:00pm

IT Service Delivery & Service Centre Team Lead

We are currently recruiting for an experienced IT Service Delivery & Service Centre Team Lead to join an established Technology function within a leading professional services and financial services environment.

This is a key leadership role combining 1st Line Service Desk management, IT Service Delivery and service improvement. You will lead and develop the Service Centre team while taking ownership of key IT service management processes and ensuring a high-quality service is delivered to employees, business users and clients.

As a key representative of the IT function, you will work closely with senior stakeholders, Technology teams and third-party suppliers. The successful candidate will have the confidence and gravitas to manage challenging situations, communicate effectively at senior level and drive a strong customer-focused culture.

The Role

You will be responsible for leading and developing the Service Centre and Service Delivery teams, ensuring resources are effectively managed and IT services are delivered against agreed SLAs, KPIs and ITIL processes.

Although this is not a hands-on technical position, you will need to be technically minded with extensive IT support experience and a strong understanding of modern IT service management.

You will also own key processes including Major Incident Management, Change Enablement, CAB, Incident Reviews and Joiner/Mover/Leaver (JML) processes.

Key Responsibilities

• Lead, manage, coach and develop the Service Centre and Service Delivery teams.
• Allocate resources effectively to meet business and service requirements.
• Oversee incidents, service requests, problems and other ITSM activities within agreed SLAs.
• Own and coordinate the Major Incident Management process, ensuring effective resolution and stakeholder communication.
• Manage escalations and complaints, ensuring issues are resolved professionally and efficiently.
• Coordinate hardware deployments including laptops, iPhones, headsets and desk moves.
• Manage IT equipment and consumable stock levels.
• Own the Change Enablement Process and coordinate CAB meetings.
• Manage Joiner, Mover and Leaver (JML) and Identity & Access Management processes.
• Work with development, product and project teams to ensure smooth transition of new services into support.
• Build strong relationships with business users, senior stakeholders, Technology teams and third-party suppliers.
• Monitor service performance, KPIs, SLAs and incident trends.
• Produce regular reports on service performance and team productivity.
• Drive continuous improvement across IT support processes, tools and documentation.
• Maintain knowledge bases, runbooks and support documentation.
• Ensure ITIL practices, governance, security and compliance requirements are followed.
• Promote knowledge sharing and best practice across the support function.

About You

We are looking for an experienced IT Service Delivery Manager, Service Desk Manager, Service Centre Manager, IT Support Manager or Service Delivery Team Lead with proven experience leading high-performing support teams.

You should have:

• Proven experience managing and developing IT support or Service Desk teams.
• Strong experience working within an ITIL-aligned environment.
• Previous experience within a professional services or financial services organisation.
• Experience managing major incidents, problem management and root-cause analysis.
• Strong knowledge of IT Service Management processes and tools.
• Experience with ServiceNow, Ivanti, JIRA or similar ITSM platforms.
• Strong understanding of SLAs, KPIs and service performance management.
• Excellent stakeholder and vendor management skills.
• Strong customer-service and relationship-building abilities.
• Experience driving service improvement and operational efficiency.
• Excellent communication skills, with the ability to translate technical issues into clear business language.
• Understanding of data protection, cybersecurity and IT compliance requirements.

What's on Offer?

This is an excellent opportunity to join an established Technology function and play a key role in shaping IT Service Delivery, user experience and service improvement.

You will have the opportunity to lead a team, influence senior stakeholders and improve the way IT services are delivered across the organisation.

The role may occasionally require flexibility outside standard working hours to support global IT meetings or major incidents.