Job Description:

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

• 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.

• 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.

• Problem management: Turn recurring incidents into root-cause fixes and reduce avoidable demand.

2. Service Integration & Vendor SLA (SIAM)

• 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.

• 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.

• ServiceNow continuity: Ensure our workflows, routing, ownership and reporting are built and maintained in ServiceNow (with Plat4mation) — a key Day 1 risk area.

3. End-User Computing & Workplace

• Device lifecycle: Manage the end-to-end device lifecycle (Windows/Surface, mobile, iPad) to our Surface standard — procurement, build, deployment, refresh and secure disposal — coordinating with asset partners for the separation asset transfer.

• Workplace services: Own M365 workplace support (Outlook, Teams, Intune-managed devices), onboarding/offboarding (JML), print, access and conferencing across offices and showrooms.

• Asset management: Maintain an accurate asset register from ServiceNow/Intune covering user, device type, model, serial, status and location to support transfer and lifecycle management.

4. Retail & Store Support Experience

• Store support model: Define and run the store-facing support experience for several hundred retail users, ensuring fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence in every location.

5. Service Governance & Reporting

• SLA & experience reporting: Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions; produce clear management dashboards.

• Continual improvement: Drive ITIL-aligned continual service improvement and readiness reviews through cutover and hypercare.

Experience

• Service Management: 8+ years in IT service delivery / service desk management with strong ITIL-based incident, problem and change practice.

• ServiceNow: Hands-on ServiceNow experience — workflows, routing, reporting, and dashboards; able to help stand up/maintain our instance content.

• Vendor/SIAM: Proven vendor and SLA management, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model.

• EUC&M365: Solid end-user computing and Microsoft 365 support (Entra ID, Intune, Teams/Outlook), JML and device lifecycle to a corporate hardware standard.

• Retail Support: Experience supporting multi-site retail users and stores, including POS and store peripherals, across multiple European countries.

We regret to inform applicants that only shortlisted candidates will be notified. 

Thank you for understanding.