Service Delivery Manager

Employment Type: Full-time PermanentCareer Framework level: Business Technology, AdvancedLocation: London, UK 3-4 days office basedReporting: Head of Technology Operations & Cybersecurity

Logicor is a leading owner, manager, and developer of European logistics real estate.

Our portfolio of properties spans over 17 million square metres of warehouse space in key transportation hubs and close to major population centres, enabling us to support over 1900 customers from a wide range of industries.

We are headquartered in London and Luxembourg with teams of people based across Europe in key markets, creating a strong network of relationships, market knowledge and experience to help provide our customers with the best solutions for their needs.

We believe that acting responsibly towards the environment, our people and towards the communities in which we operate is vital to the long-term success of our business and will bring positive and enduring change for our people, customers, and local communities.

Creating an open, honest culture is a key priority for us. Logicor is a fair, safe, and enjoyable place to work where we focus on developing our talent, ensuring health, safety and wellbeing, promoting responsible business conduct and engaging our people. We are an equal opportunities employer, and we embrace a diverse and inclusive environment and the benefits that it brings.

Our real estate and the strength of our network enables the flow of trade vital to everyday life. For more information visit www.logicor.eu.

Role Overview

The Service Delivery Manager owns the enterprise service management framework for the whole of Business Technology. The role is deliberately platform-agnostic: it sets the standard that every application and infrastructure portfolio operates to, and it owns none of them.

That scope covers end-user computing, network and cloud infrastructure, cybersecurity operations, and the full business applications estate, including the finance and property ERP platform, the property management system, planning, consolidation, product information, HR and facilities management systems, and the data platform.

The role will establish a robust IT Service Management (ITSM) framework, strengthen governance and service accountability, and centralise fragmented or “shadow IT” processes across the business.

This position requires an experienced, hands‑on Manager who can bring operational discipline, define measurable service standards, and improve user experience through best‑practice service delivery, reporting, and performance management. We are looking for someone who is skilled and comfortable creating and agreeing a service strategy; driving the transformation; and then leading its operation and continuous improvement

This is not a platform role. Individual platform service owners are accountable for the availability, change and improvement of their own services. The Service Delivery Manager defines the framework they work to, holds them to it, consolidates the enterprise picture, and runs major‑incident governance across all of them.

Main Responsibilities

Service Management & Transformation

• Design, implement, and embed a full ITIL‑based ITSM framework (incident, problem, change, request, knowledge, CMDB, etc.) within 6 months.
• Define and publish the enterprise service catalogue, SLAs, OLAs, and KPIs aligned with business needs.
• Drive a shift from reactive IT support to proactive, metric‑driven service management.
• Implement continuous improvement cycles, service reviews, and CSI plans, and ensure improvement capacity is protected from incident demand.

Enterprise Oversight Across Portfolios

• Set and maintain the common standard for demand intake, classification, prioritisation and operational acceptance that every portfolio applies.
• Own enterprise major-incident and escalation management, including the cross‑portfolio bridge, communications and post‑incident reviews.
• Operate a single enterprise view of service demand, delivery capacity, dependencies and delivery risk, so leadership can prioritise across Business Technology as one function.
• Chair the periodic portfolio and demand reviews with the Business Technology leadership team.
• Assure that no service, application or significant change enters live support without documented ownership, runbooks, monitoring and a support model.

Operational Oversight

• Provide leadership and direction for IT Operations through a dotted‑line relationship, ensuring accountability and consistency across all regions.
• Oversee desktop support, infrastructure operations, and managed service partners to deliver a seamless service across Europe.
• Establish clear escalation, major‑incident, and problem‑management processes.
• Ensure accurate tracking and reporting through Logicor’s ITSM toolset (Jira Service Management or equivalent).
• Govern all third‑party managed service providers across end‑user computing, infrastructure, networks, security operations and business applications, with structured service reviews and measurable outcomes.
• Monitor vendor SLAs, credits, and KPIs, and ensure value for money.
• Maintain a consolidated performance dashboard and manage service escalations effectively.
• Ensure supplier performance evidence is produced and owned by Logicor rather than self‑reported by the supplier.

Governance & Process Control

• Identify and eliminate shadow IT, bringing systems, contracts, and support arrangements under IT governance.
• Centralise and standardise IT operational processes, documentation, and knowledge bases.
• Ensure compliance with IT Security, Risk, and Governance frameworks (ISO 27001, NIS2, GDPR, AI Act readiness).
• Work closely with IT Operations, Security, Applications, Data and PMO teams to maintain alignment.

User Experience & Reporting

• Champion a customer‑centric service culture with measurable satisfaction and improvement plans.
• Deliver service dashboards and reports to IT leadership and ExCo, highlighting trends and outcomes.
• Promote IT service awareness and education across Logicor.

Skills, Knowledge and Experience

Experience & Qualifications

• 10+ years in IT Service Delivery or IT Operations leadership within a complex, multi‑site or pan‑European environment.
• Proven track record of implementing ITIL v4 and ITSM tools (e.g. Jira Service Management, ServiceNow).
• Experience operating a service framework across a mixed estate of infrastructure and business applications, including at least one major ERP platform.
• Strong governance, process design, and performance‑management skills.
• Experienced in managing MSPs, SaaS vendors, and internal IT teams.
• Excellent stakeholder engagement and communication at senior‑leadership level.
• Confident in data‑driven service reporting and KPI analysis.
• Certifications such as ITIL v4 Expert, COBIT, ISO 20000, PRINCE2, or equivalent are highly desirable.

Key Success Measures

• ITSM framework designed, approved, and operational within 6 months, and adopted by every portfolio.
• A single enterprise demand and capacity view in use by leadership for prioritisation.
• Reduction of shadow IT and centralised visibility of all IT services and assets.
• SLA and KPI compliance achieved across incidents, requests, and changes.
• Major‑incident process exercised and evidenced, with post‑incident reviews closed to action.
• Quarterly service‑performance reviews delivered to ExCo.
• Positive upward trend in user satisfaction scores and service metrics.
• Measurable improvements in partner performance and contract governance.

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