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

• 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

• 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

• 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

• 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

• 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

• 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

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

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

• Microsoft 365
• Azure
• Entra
• Share Point
• Exchange
• Intune
• Teams
• Purview
• Power Platform

• 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

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

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

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

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

• 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