We’re working with a fast-evolving organisation that’s modernising its digital and IT operations. They’re looking for a Service Delivery Lead to take ownership of service management across IT operations, cloud support, and ERP/business applications.

This is a pivotal role where you’ll bring structure, calm, and consistency to a busy environment. You’ll manage service desk operations, third-party vendors, and resolver groups: making sure systems stay reliable, incidents are managed smoothly, and the business keeps moving.

The ideal person is someone who can balance leadership and delivery: a hands-on operator who’s comfortable owning problems, driving outcomes, and building relationships across both internal teams and vendors.

What you’ll do

• Lead IT Service Management (ITSM) functions, ensuring seamless incident, change, and problem management.
• Act as a product owner for the ITSM platform (Jira Service Management), driving automation, adoption, and efficiency.
• Manage service desk operations and third-party vendors, ensuring high-quality, responsive support.
• Oversee cloud and infrastructure service delivery, working closely with internal resolver teams and DevOps partners.
• Champion ITIL best practices, vendor governance, and process improvement.
• Build a positive, accountable team culture where issues are owned and resolved quickly.

What you’ll bring

• Strong background in IT service delivery, ITIL, or IT operations leadership.
• Experience managing service desks and vendor relationships across multi-team environments.
• Hands-on familiarity with Jira Service Management or similar ITSM tools.
• Strong communication, stakeholder, and vendor management skills.
• A steady, pragmatic approach: you stay calm under pressure and get things done.
• Experience working in hybrid environments and balancing in-house and outsourced teams.

Why join

• Take full ownership of IT service delivery and lead tangible improvement.
• Play a key role in shaping vendor relationships and delivery standards.
• Work with a supportive leadership team in a business investing in technology and people.
• Be part of an environment that values autonomy, accountability, and outcomes.