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 objectivesWorking closely with internal stakeholders, external suppliers, and technical teams, you’ll help drive operational efficiency, improve service delivery, and support ongoing digital transformation initiatives.

Key Responsibilities
Service Delivery & Supplier Management

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 discussionsIT Operations & Support

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 securelyMicrosoft & Cloud Technologies

Manage Microsoft 365, Azure, Entra, SharePoint, and related cloud platforms
Administer:
User access
Identity management
Licensing
Security controls
Oversee SharePoint Online structure, permissions, and governanceInfrastructure & Security

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 planningSystems & Digital Improvement

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 recordsWhat We’re Looking For
We’re looking for someone who combines strong technical knowledge with excellent communication and stakeholder management skills.
You should have:

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 mindsetTechnical Skills & Experience
Core Infrastructure

Windows Server Administration
Hyper-V and virtualisation
Patch management and OS hardening
Backup, failover clustering, and high availabilityIdentity & Access Management

Active Directory / Azure AD / Entra ID
Group Policy (GPO)
MFA, SSO, Conditional Access
Azure AD ConnectMicrosoft Technology Stack
Experience across:

Microsoft 365
Azure
Entra
SharePoint
Exchange
Intune
Teams
Purview
Power PlatformSecurity & Compliance

Microsoft Defender / Security Suite
Microsoft Sentinel or similar SIEM tools
RBAC, IAM, PAM, XDR, and GRC tools
Knowledge of Cyber Essentials and ISO 27001 controlsNetworking & Connectivity

LAN/WAN technologies
VLANs, switches, and routers
VPN and remote access solutions
Firewalls
DNS, DHCP, and TCP/IP troubleshootingAutomation & Scripting

PowerShell scripting
Power Automate
Understanding of CI/CD principlesCertifications (Desirable)
Any of the following would be advantageous:

ITIL Foundation
Microsoft MS-900
AZ-900
SC-900
ITIL Managing Professional
SIAM Foundation
Cyber Essentials PractitionerProfessional memberships such as:

BCS
ISACA
(ISC)²
AXELOS
IEEE
CompTIAwould also be beneficial.
Package & Benefits

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