Service Delivery Manager

Role Purpose

The Service Delivery Manager is responsible for end-to-end governance, performance, audit compliance, and continuous improvement of IT service delivery within the Department, including:

• Helpdesk

• IT Support

• System Administration (M365 & Enterprise Applications)

• Infrastructure Engineering (On-Premises & Microsoft Azure)

• Network Engineering (Corporate & Office Networks)

The role ensures services are delivered in alignment with ITIL best practices, regulatory requirements, audit expectations (ISO27001), and business priorities, while also coordinating the execution of cross-functional IT projects and initiatives.

Key Responsibilities

1. Service Delivery Governance & Oversight

• Establish and enforce ITIL-aligned service management practices (Incident, Problem, Change, Request, Configuration).

• Own end-to-end service performance, ensuring all teams operate within SLAs, OLAs, and KPIs.

• Maintain service governance frameworks, policies, and operational standards.

• Lead regular service review meetings with internal stakeholders.

2. Process Ownership & Continuous Improvement

• Define, standardize, and optimize service delivery processes across the IT Department.

• Drive process maturity and continuous improvement initiatives.

• Coordinate Problem Management and Root Cause Analysis (RCA) activities assigned to the team.

3. Audit, Risk & Compliance Oversight

• Own and coordinate audit deliverables across the teams within the department, ensuring completeness, accuracy, and timeliness.

• Ensure all teams maintain audit-ready documentation, including:

  • Process documentation

  • System configurations

  • Access controls

  • Change records

  • Incident and problem logs

• Act as the primary liaison for internal and external audits affecting service delivery for the IT Team.

• Track and manage audit findings, remediation actions, and evidence of submission for the IT Team.

• Work with security and risk teams to enforce:

  • Patch and vulnerability management

  • Identity and access controls

  • Data protection requirements

4. Project & Delivery Coordination

• Coordinate delivery of IT projects and initiatives across the teams, ensuring alignment with operational priorities.

• Ensure smooth transition from project delivery into live service (Service Transition).

• Work with project managers and technical leads to:

  • Track deliverables and dependencies

  • Mitigate delivery risks

  • Provide regular status reports on progress and escalate as required to any blockers or issues encountered.

5. Team Oversight Across Domains

Helpdesk & IT Support

• Ensure high-quality first- and second-line support services.

• Monitor user experience, ticket handling quality, and resolution efficiency.

• Drive improvements in first-contact resolution and user satisfaction.

System Administration (M365 & Enterprise Applications)

• Oversee reliability and performance of:

  • Microsoft 365 ecosystem

  • Enterprise and SaaS applications

• Ensure proper identity, access, and configuration management.

Infrastructure Engineering (On-Prem & Azure)

• Govern operations of:

  • Servers, storage, virtualization platforms

  • Azure IaaS/PaaS environments

Network Engineering

• Oversee performance and resilience of:

  • Corporate WAN/LAN

  • Office network infrastructure

6. Service Performance & Reporting

• Deliver executive dashboards and performance reports.

• Lead periodic service reviews with stakeholders.

• Use insights to drive service improvements and strategic decisions.

7. Supplier & Vendor Management

• Manage third-party vendors and service providers.

• Ensure vendors meet SLAs, KPIs, and contractual obligations.

• Conduct vendor performance reviews and risk assessments.

Key Skills & Competencies

Technical & Process Expertise

• Strong knowledge of:

  • ITIL (v4 preferred)

  • Microsoft 365 & Azure

  • Enterprise infrastructure and networking

• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management).

Audit & Governance

• Experience managing IT audits, controls, and compliance frameworks (e.g., ISO 27001, SOC2).

• Strong understanding of controls, evidence requirements, and audit processes.

Analytical & Reporting

• Data-driven with strong KPI, SLA, and reporting capabilities.

• Experience in trend analysis and service optimization.

Communication

• Strong stakeholder engagement across technical and business audiences.

Qualifications & Experience

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

• ITIL v3 or v4 certification (preferred).

• 5–10+ years in IT service delivery or IT Operations roles.

• Experience managing:

  • Multi-domain IT environments

  • Audit and compliance processes

  • Cross-team project coordination

What's in it for you?

• Opportunities for personal growth and learning.

• An open, inclusive, and supportive team where you will be valued, and your suggestions are always welcome.

• 24 days of paid holiday per year, in addition to local public holidays.

• Life assurance (2× annual salary).

• Private medical insurance.

• €400 annual wellness allowance.

• €80 monthly lunch allowance.

• Team-building opportunities.

• Parking (limited).

• Local discounts and more.

Our team is committed to keeping remuneration and benefits under constant review to make sure what we offer stays relevant.