IT Service Delivery Manager (1 year FTC)
JAC Recruitment
London
Job type
contract
Location
London, England
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:
1. Service Desk & Incident Management
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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.
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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.
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Problem management: Turn recurring incidents into root-cause fixes and reduce avoidable demand.
2. Service Integration & Vendor SLA (SIAM)
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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.
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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.
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ServiceNow continuity: Ensure our workflows, routing, ownership and reporting are built and maintained in ServiceNow (with Plat4mation) — a key Day 1 risk ...
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