Information Technology Service Delivery Lead

Information Technology Service Delivery Lead

Job Title: IT Service Delivery Manager / IT Workplace Enablement Lead

Location: London, UK (Hybrid)

Our client, a fast‑growing global fintech, is looking for a Workplace Enablement Lead to take ownership of workplace IT operations and end‑user experience across their UK and international offices. You’ll lead the IT Enablement team, ensuring smooth day‑to‑day operations, reliable IT services, and scalable support systems that help people work efficiently and securely. This hands‑on leadership role focuses on service excellence, automation, and process optimisation.

Key Responsibilities

• Lead and mentor the IT Workplace / Service Desk team to deliver exceptional IT support.
• Oversee ticketing, incident management, and service requests, ensuring SLAs and KPIs are consistently met.
• Act as the escalation point for complex issues and high‑priority incidents.
• Drive automation, self‑service, and continuous improvement initiatives.
• Manage and optimise key workplace platforms including Google Workspace, Intune, Jamf, and ITSM tools.
• Oversee IT asset management, user lifecycle management, and onboarding/offboarding processes.
• Monitor and maintain corporate network performance and security.
• Collaborate with engineering and security teams to ensure seamless and secure IT operations.
• Prepare and present regular reports on IT performance, trends, and areas for enhancement.

What You’ll Bring

• 8–12 years of experience in IT Operations, Service Delivery, or Workplace Technology, including 2–3 years in a leadership role.
• Strong expertise in Google Workspace, MDM tools (Jamf, Intune), and ITSM platforms (ServiceNow, Jira, Freshservice, etc.).
• Solid understanding of network management, endpoint security, and identity access controls.
• Familiarity with ITIL best practices and process‑driven service delivery.
• Proven ability to lead distributed teams and handle escalations effectively.
• Excellent communication, stakeholder management, and problem‑solving skills.
• A proactive, automation‑first approach with a focus on user experience and continuous improvement.

Nice to Have

• ITIL certification (v3 or v4)
• Experience in a SaaS, fintech, or product‑led organisation
• Exposure to CASB / DLP solutions and compliance frameworks (e.g., ISO27001, SOC2)

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Information Technology, Management, and Other

Industries

Staffing and Recruiting

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