Service Delivery Manager

1st Step Solutions are supporting a leading M&E Contractor who are looking to appoint an experienced Service Delivery Manager to join their growing IT and Digital function based in London.
This is an excellent opportunity for a proactive and technically capable IT professional who enjoys combining supplier management, service improvement, infrastructure oversight, and stakeholder engagement within a fast-paced environment.

The Role
As Service Delivery Manager, you’ll take ownership of the organisation’s Managed Service Provider (MSP), IT support services, and core infrastructure operations.
You’ll play a key role in ensuring IT services are:

• Secure
• Reliable
• Responsive
• Aligned with business needs and digital strategy objectives

Working closely with internal stakeholders, external suppliers, and technical teams, you’ll help drive operational efficiency, improve service delivery, and support ongoing digital transformation initiatives.

Key Responsibilities
Service Delivery & Supplier Management

• Act as the main operational contact for MSPs and IT suppliers
• Monitor supplier performance against SLAs and KPIs
• Lead regular service review meetings
• Ensure services align with business and digital strategy goals
• Support supplier governance, contract renewals, and commercial discussions

IT Operations & Support

• Oversee the day-to-day IT helpdesk function
• Manage escalations and coordinate issue resolution
• Identify recurring technical issues and drive improvements
• Support onboarding/offboarding processes for users
• Ensure access rights and permissions are maintained securely

Microsoft & Cloud Technologies

• Manage Microsoft 365, Azure, Entra, SharePoint, and related cloud platforms
• Administer:
  • User access
  • Identity management
  • Licensing
  • Security controls
• Oversee SharePoint Online structure, permissions, and governance

Infrastructure & Security

• Provide oversight of infrastructure environments and MSP-delivered support
• Support security administration and compliance activities
• Assist with:
  • Cyber Essentials
  • ISO 27001 aligned controls
  • Internal governance requirements
• Support disaster recovery and business continuity planning

Systems & Digital Improvement

• Administer COINS ERP user accounts and permissions
• Support IT setup for new and existing sites
• Drive process improvements and digital transformation initiatives
• Maintain IT documentation, procedures, and governance records

What We’re Looking For
We’re looking for someone who combines strong technical knowledge with excellent communication and stakeholder management skills.
You should have:

• A minimum of 5 years’ experience within IT
• At least 4 years within IT Service Delivery
• Experience managing third-party suppliers and MSPs
• Strong troubleshooting and problem-solving skills
• Experience working in customer-facing environments
• A proactive and improvement-focused mindset

Technical Skills & Experience
Core Infrastructure

• Windows Server Administration
• Hyper-V and virtualisation
• Patch management and OS hardening
• Backup, failover clustering, and high availability

Identity & Access Management

• Active Directory / Azure AD / Entra ID
• Group Policy (GPO)
• MFA, SSO, Conditional Access
• Azure AD Connect

Microsoft Technology Stack
Experience across:

• Microsoft 365
• Azure
• Entra
• SharePoint
• Exchange
• Intune
• Teams
• Purview
• Power Platform

Security & Compliance

• Microsoft Defender / Security Suite
• Microsoft Sentinel or similar SIEM tools
• RBAC, IAM, PAM, XDR, and GRC tools
• Knowledge of Cyber Essentials and ISO 27001 controls

Networking & Connectivity

• LAN/WAN technologies
• VLANs, switches, and routers
• VPN and remote access solutions
• Firewalls
• DNS, DHCP, and TCP/IP troubleshooting

Automation & Scripting

• PowerShell scripting
• Power Automate
• Understanding of CI/CD principles

Certifications (Desirable)
Any of the following would be advantageous:

• ITIL Foundation
• Microsoft MS-900
• AZ-900
• SC-900
• ITIL Managing Professional
• SIAM Foundation
• Cyber Essentials Practitioner

Professional memberships such as:

• BCS
• ISACA
• (ISC)²
• AXELOS
• IEEE
• CompTIA

would also be beneficial.
Package & Benefits

• Competitive Salary
• Hybrid Working
• Private Medical Insurance
• Healthcare Cash Back Plan
• Life Assurance
• Generous Annual Leave
• Employee Assistance Programme
• Pension Scheme
• Enhanced Maternity & Paternity Pay
• Additional Company Discounts & Benefits