JAC Recruitment
IT Service Delivery Manager (FTC)
London
£55k – £70k/yr
Posted 1 day ago
Get notified of more jobs like this · No spam, ever
How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
Company: Retail Company
Position: IT Service Delivery Manager
Contract: 1-year fixed term contract
Location: London or Amsterdam (Hybrid)
Salary: 55,000 – 70,000 GBP + 10% Bonus
Job responsibilities:
Service Desk & Incident Management
- 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.
Service Integration & Vendor SLA (SIAM)
- 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, ServiceNow), our Business IT (transitional infra/EUC) and application/network/3PL vendors under a clear RACI.
- ServiceNow continuity: Ensure our workflows, routing, ownership and reporting are built and maintained in ServiceNow (with Plat4mation) — a key Day 1 risk area.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
End-User Computing & Workplace
- Device lifecycle: Manage the end-to-end device lifecycle (Windows/Surface, mobile, iPad) 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 ServiceNow/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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- 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.
- ServiceNow: Hands-on ServiceNow 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.
#UN
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Service Delivery Management
Incident Management
Problem Management
SIAM
Vendor Management
ServiceNow
End-User Computing
Microsoft 365
ITIL
Asset Management
Retail Store Support
SLA Management
Intune
Entra ID
Change Management
KPI Reporting
Location