ITSM & Service Delivery Manager

About the role

Our client, a diversified investment group operating across multiple sectors, is seeking an ITSM & Service Delivery Manager to lead the delivery of IT services across its portfolio of companies. The role will own the ITSM platform, drive ITIL process governance, and ensure service quality, cost efficiency and transparency.

Key responsibilities

• Manage end‑to‑end IT service delivery against business requirements and agreed SLAs, acting as senior escalation point for incidents.
• Own the administration, configuration and continuous improvement of the ITSM platform, including workflows, service catalogues, approvals, notifications, automations, dashboards and reports.
• Implement and improve ITIL‑aligned Incident, Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management processes.
• Monitor KPIs, SLAs, backlog, customer satisfaction and supplier performance, producing service dashboards and management reports.
• Manage the full lifecycle of IT hardware and software assets, licence allocation, renewals, compliance and optimisation.
• Maintain centralized vendor records, monitor contractual deliverables and support commercial negotiations.
• Oversee IT financial administration – purchase requisitions, budgets, forecasts and audit support.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or related field.
• 8–12 years progressive experience in IT service delivery, operations or service management, preferably in a multi‑site environment.
• Hands‑on experience with an enterprise ITSM platform (ServiceNow, ManageEngine ServiceDesk Plus, Freshservice or equivalent).
• ITIL Foundation certification and strong practical ITIL knowledge.
• Proven experience in asset lifecycle, software licence management, vendor contracts and IT financial administration.

Required skills

• ServiceNow (or comparable ITSM tool)
• ManageEngine ServiceDesk Plus
• Freshservice
• ITIL Foundation
• CMDB and configuration management
• Automation and workflow development
• Dashboard and KPI reporting