Service Delivery Lead - Technology

Role:
Technology Service Delivery Lead

Location:

London

The Service Delivery Lead is responsible for overseeing the day-to-day operational delivery of IT Infrastructure and Operations services. Acting as the primary point of contact (POC) for both business stakeholders and IT support teams, the role ensures effective resolution of queries, incidents, and service requests while driving continuous improvement in processes, service quality, and user experience.

(Essentials)

• Proven experience in IT Service Delivery, Infrastructure, or Operations roles
• Strong understanding of ITIL principles (Incident, Problem, Change Management)
• Experience acting as a bridge between business stakeholders and technical teams
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving capabilities
• Experience managing SLAs, KPIs, and service reporting
• Ability to manage multiple priorities in a fast-paced environment

• ITIL certification (Foundation or above)
• Experience with ITSM tools (e.g., Service Now, Remedy, Jira Service Management)
• Background in enterprise IT environments (cloud, networks, end-user compute, data centres)
• Experience in process improvement or service transformation initiatives

• Customer-focused and service-oriented mindset
• Proactive and solutions-driven
• Strong organisational and coordination skills
• Attention to detail with a continuous improvement mindset
• Resilient under pressure and able to manage escalations effectively

Manage and coordinate daily IT Infrastructure and Operations activities to ensure stable, reliable, and secure service delivery.

Monitor service performance against SLAs, KPIs, and operational targets, taking proactive action to address issues.

Ensure timely resolution of incidents, service requests, and problems in line with agreed service levels.

Facilitate prioritisation and escalation of critical issues, acting as an escalation point where required.

Act as the primary point of contact (POC) for business stakeholders regarding IT service queries, issues, and escalations.

Liaise between business users and IT support teams to ensure clear communication and expectation management.

Provide regular updates on service performance, incidents, and improvement initiatives.

Oversee incident management processes, ensuring efficient triage, routing, and closure of tickets.

Lead coordination of major incidents, including communication, resolution tracking, and post-incident reviews.

Identify recurring issues and patterns to drive root cause analysis and permanent fixes.

Identify gaps, inefficiencies, and risks in existing IT service management (ITSM) processes.

Design and implement improvements to enhance service quality, efficiency, and user satisfaction.

Support governance frameworks, ensuring adherence to ITIL or equivalent best practices.

Maintain and improve process documentation, runbooks, and knowledge articles.

Work closely with infrastructure, network, cloud, and service desk teams to ensure seamless service delivery.

Coordinate cross-functional teams to resolve complex operational issues.

Support capacity planning, change coordination, and release activities as required.

Produce and analyse service reports, dashboards, and metrics.

Provide insights and recommendations to drive operational improvements.

Track trends in incidents, performance, and customer satisfaction.

High-quality, consistent delivery of IT infrastructure and operational services

Effective stakeholder engagement and satisfaction

Reduction in recurring incidents through proactive problem management

Continuous improvement of service management processes

Strong operational governance and compliance with standards

SLA adherence and service availability metrics

Reduction in incident backlog and repeat issues

Stakeholder satisfaction scores

Process maturity and efficiency improvements

Effective handling of major incidents and escalations