Service Delivery Manager

Central London (Hybrid – 3 days in the office) | Salary up to £85,000

Ashdown Group is working with a well-established international organisation to recruit an experienced IT Service Delivery Manager to take ownership of its global IT support services and drive service excellence across the business.

This is a key role within IT Operations, responsible for managing an outsourced global helpdesk provider, improving service performance and ensuring a consistent, high-quality IT support experience across the UK, US and international locations.

Working closely with senior stakeholders, internal technology teams and third-party suppliers, you will strengthen service governance, drive continual improvement and ensure IT services deliver against business needs.

Key Responsibilities

• Take ownership of outsourced global helpdesk performance, ensuring delivery against agreed SLAs, KPIs and customer experience measures.

• Lead supplier governance and service reviews, holding providers accountable for performance, contractual commitments and improvement plans.

• Act as the senior escalation point for service issues, major incidents and end-user support.

• Develop and deliver a structured service improvement roadmap, enhancing processes, automation, self-service and knowledge management.

• Establish effective service reporting, dashboards and performance metrics, providing clear insight and recommendations to senior leadership.

• Build strong relationships across IT Operations, Infrastructure, Information Security, business stakeholders and external partners.

• Ensure new technologies and services are operationally ready before go-live, with appropriate support models, documentation and training in place.

• Identify operational risks and drive improvements in service resilience, efficiency and customer satisfaction.

About You

You will be an experienced IT Service Delivery or Service Management professional with a strong track record of managing outsourced IT support services within a complex, multi-site or international environment.

You will bring:

• Proven experience managing outsourced helpdesk or service desk providers and driving supplier performance.

• Strong knowledge of ITIL service management principles and practical experience applying them in an operational environment.

• Experience developing SLAs, KPIs, service governance frameworks and continual service improvement programmes.

• The ability to analyse service performance data, identify trends and translate insights into meaningful improvements.

• Excellent stakeholder management and communication skills, with the confidence to influence senior leaders and challenge suppliers constructively.

• A customer-focused, proactive approach and the ability to manage escalations and competing priorities calmly and effectively.

• ITIL 4 Foundation certification and ITIL 4 Managing Professional or Strategic Leader certification.

Lean Six Sigma certification would be advantageous.

The Opportunity

This is an excellent opportunity for a service delivery professional to make a tangible impact on global IT operations, strengthen supplier accountability and shape the future of service delivery within an international organisation.

Location: Central London – minimum three days per week in the office. Applicants must live within a practical commuting distance.

Salary: Up to £85,000, depending on experience.