IT Service Delivery Manager

Overview

In this role you will coordinate the Secure Working Environment (SWE) service, ensuring delivery, governance and value for money across internal teams, MSPs, and stakeholders. You will manage licensing, budgeting and supplier performance while keeping controls and governance intact. The position combines IT service delivery with commercial oversight in a high-security environment, offering exposure to cross-functional governance and optimisation opportunities. You will work to enable projects and business units to Access SWE services effectively, within a clear risk and compliance framework.

Pay / Benefits

• Smart working with up to 40% remote
• 25 days paid annual leave
• Maternity/adoption leave up to 28 weeks full pay
• Paternity/partner leave up to 4 weeks full pay
• Pension
• Share incentive plan

Responsibilities

• Act as internal service coordinator for the SWE, overseeing performance, governance, reviews and stakeholder engagement
• Primary point of contact with the MSP, coordinating delivery, resolving issues and monitoring against SLAs
• Identify and manage service risks, issues and dependencies with tracked actions
• Manage Microsoft 365 and application licensing: allocation, utilisation, compliance, forecasting, optimisation and cost control
• Own the SWE service budget: control expenditure, reporting, and adherence to financial targets
• Develop and maintain financial forecasts across licensing, service consumption, onboarding, supplier charges and ongoing costs
• Monitor service consumption and expenditure to support budgeting and reporting, improve value for money
• Collaborate with Finance, Procurement and Commercial teams for budget management and governance
• Build relationships with business stakeholders, project teams, suppliers and internal IT to translate requirements into outcomes
• Support onboarding, transition and ongoing operation of SWE projects and services
• Produce management information and governance documentation on performance, costs, licensing and compliance
• Support audit and compliance activities with appropriate controls and reporting
• Drive continuous improvement to enhance service quality, user experience, efficiency and value from tech investments

Key requirements

• Experience in IT service delivery or technology-related business processes
• Strong stakeholder management and relationship-building across teams and levels
• Experience with third-party suppliers and managed service providers
• Strong analytical skills with ability to produce management information and insights
• Experience in financial forecasting, budget tracking, variance analysis and cost reporting
• Understanding of recharge models, cost allocation and service consumption reporting
• Strong Microsoft Excel and reporting skills for presenting data clearly
• Excellent communication and organisational skills
• Ability to manage multiple priorities and stakeholder relationships in a complex environment
• Proactive and collaborative approach with issue resolution capability
• Ability to balance service quality, business requirements and commercial considerations

• Stakeholder management
• Organisational skills
• Analytical mindset
• Microsoft 365 licensing management
• Budgeting and financial governance
• Service performance reporting and governance

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