ITSM & Service Delivery Manager

Summary

Our client, a diversified investment group with operations across multiple sectors, is looking for a ITSM & Service Delivery Manager to drive operational excellence and consistent delivery of IT services across its group companies.

The role will own the IT service management platform, ITIL process governance, service performance, IT asset and software licence management, vendor management, and IT financial administration. The ideal candidate will use service data, automation, and strong operational controls to improve service quality, user experience, cost efficiency, and transparency.

Key Responsibilities

• Manage end-to-end IT service delivery in line with business requirements and agreed SLAs.

• Act as a senior escalation point for service issues and coordinate cross-functional resolution.

• Lead major incident response, service recovery, root-cause analysis, and preventive actions.

• Own the administration, configuration, governance, and continuous improvement of the ITSM platform.

• Configure and optimize workflows, service catalogues, SLAs, approval flows, notifications, automations, dashboards, and reports.

• Drive ITSM platform adoption, self-service, data quality, and automation.

• Implement and improve ITIL-aligned Incident, Request, Problem, Change, Knowledge, Service Level, Asset, and Configuration Management processes.

• Monitor KPIs, SLAs, backlog, customer satisfaction, recurring issues, and supplier performance.

• Develop service dashboards and management reports covering trends, risks, exceptions, and improvement opportunities.

• Manage the complete lifecycle of IT hardware and software assets.

• Maintain accurate asset and configuration records and coordinate periodic audits.

• Manage software licence allocation, renewals, compliance, utilization, and optimization.

• Maintain centralized records of IT vendors, contracts, subscriptions, SLAs, commercial terms, and renewals.

• Monitor vendor performance and contractual deliverables and support commercial evaluations and negotiations.

• Manage IT purchase requisitions, POs, budgets, commitments, actual expenditure, accruals, renewals, and forecasts.

• Coordinate with Finance, Procurement, business teams, and vendors on financial and procurement matters.

• Support audits, risk assessments, remediation activities, and continual improvement initiatives.

Qualifications & Experience

• Bachelor's degree in Computer Science, IT, Engineering, or a related field.

• 8–12 years of progressive experience in IT service delivery, IT operations, or IT service management, preferably in a multi-site environment.

• Mandatory hands-on experience with an enterprise ITSM platform such as ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, or equivalent.

• Strong practical ITIL knowledge with ITIL Foundation certification required.

• Experience with IT asset lifecycle and software licence management.

• Strong experience in vendor and contract management and IT financial administration.

• Experience developing workflows, dashboards, KPIs, SLA reports, service catalogues, and process documentation.

• Experience with automation, CMDB/configuration management, and ITSM integrations is preferred.

• Strong analytical, problem-solving, stakeholder management, communication, and negotiation skills.

• High ownership, organization, attention to detail, and documentation discipline.