Information Technology Service Delivery Manager

Client: Renowned Luxurious French Brand Title: IT Service Delivery Manager Position Type: Full-Time Location: London W1U 8ED (Hybrid) Job Description: We are seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk for a luxury skincare brand undergoing a significant digital transformation. This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry. The candidate for this role should be technically excellent, with a strong background in IT support, IT infrastructure and service management, combined with project management skills and the ability to lead and inspire a team. Key Responsibilities Lead, inspire and develop strategy for our service delivery and support desk team. Ultimately, re-viewing, re-defining and building scalable framework to support extensive global business growth. Leading the entire IT support team, ensuring effective management of first and second line support including managing escalation to 3rd Line. Subject matter expert: Life-long learner and ability to inspire the team, build a proactive learning team environment, implementing industry best practice to improve ways of working. Provide 3rd line escalation point for the IT support team, where necessary. Provide guidance, key point of business contact and leadership in a period of significant organisational change. Project Management & Strategy Develop ServiceNow ITSM to automate processes and provide a scalable solution using industry best practices. Project Management: Collaborating whilst managing numerous stakeholder’s expectations to understand departmental challenges whilst providing scalable solutions. Develop spending strategy to maintain budgetary spend within defined parameters Define, manage and execute new IT projects to modernize and keep the business ahead of the curve for modern business, IT maintaining a cloud first approach. Qualifications In-depth knowledge of office 365 including advanced configuration and deployment of applications using MDM tools Have an excellent technical understanding of Microsoft Defender for endpoint, defender for cloud and other Microsoft security products Extensive experience of Intune and Azure environments and how to support them. This will require excellent understanding of a cloud first business. Excellent networking and security knowledge with experience in deploying and configuring SASE solutions. Professional Experience: 3-4 years in infrastructure engineering, 2-3 years in service desk management. 3-4 Years experience in developing IT strategy and processess within these environments. Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service. Technical expertise in multiple ticketing systems, with extensive experience in ServiceNow designing and developing the solution. This will include expert understanding of ticketing best practices and ITIL processes. Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities. Capacity to work in a high-pressure environment, managing multiple tasks efficiently. Ability to interact optimally with C suite and director level employees to develop processes to ensure optimal IT provision Up-to-date with the latest Modern business IT trends, practices and security and applying this knowledge to improve the service delivery. Ability to instill and inspire a learning culture within the IT support teams by being an active learner and striving to be a subject matter expert. Ability to define annual budget strategy and manage budget for procurement and project management within service desk needs. Experience managing and growing a team to support an expanding user base including external users associated with partner organizations. Excellent project management skills and a hands-on approach to executing transformational projects.