Role: Service Delivery Manager
Languages: English mandatory; Dutch desirable
Working arrangement: Fully remote, with approximately 1 day onsite per month in Amsterdam if required
The Opportunity
I am recruiting on behalf of my client for an experienced IT Service Delivery Manager to oversee IT service desk operations, major incident management and end-user computing services within a complex, multi-supplier environment.
This is an important role supporting a major European retail and office environment during a significant IT separation and transition programme. You will take ownership of regional service desk triage, coordinate major incidents, manage external service providers and ensure consistent IT support across multiple European countries.
The successful candidate will bring strong ITIL knowledge, practical ServiceNow experience and a proven background in managing vendors, service desk operations and Microsoft workplace services.
Key Responsibilities
- Lead regional Level 1 service desk triage, ensuring incidents are assessed, prioritised and routed to the correct technical teams.
- Manage major incidents from identification through to resolution, including Microsoft 365 outages, authentication issues and retail store outages.
- Manage relationships with external IT service providers, including service desk, end-user support and device lifecycle partners.
- Monitor supplier performance, manage SLAs and KPIs, and conduct regular service reviews.
- Coordinate multiple resolver groups across infrastructure, applications, networking, identity and workplace technology.
- Oversee ServiceNow workflows, incident routing, ownership, reporting and dashboards.
- Manage the end-to-end device lifecycle, including procurement, configuration, deployment, refresh and secure disposal.
- Oversee Microsoft 365 workplace support, including Outlook, Teams, Intune-managed devices, onboarding/offboarding, access management and conferencing.
- Maintain accurate IT asset records across ServiceNow and Intune.
- Establish and manage the IT support model for a multi-site retail environment, including POS, connectivity and store peripherals.
- Ensure continuity of IT services throughout the separation and transition programme.
- Produce management reporting covering SLA performance, ticket volumes, aged incidents, recurring issues and customer satisfaction.
Required Experience & Skills
- Minimum 8 years’ experience in IT Service Delivery or Service Desk Management.
- Mandatory ITIL 4 Foundation certification. ITIL Managing Professional is desirable.
- Strong practical experience using ServiceNow, including workflows, incident routing, reporting and dashboard creation.
- Proven experience managing external IT suppliers, vendor relationships and SLA performance.
- Experience operating within a multi-supplier or SIAM environment.
- Strong knowledge of Microsoft 365, including Entra ID, Intune, Teams and Outlook.
- Experience managing end-user computing, workplace services and device lifecycle management.
- Strong understanding of incident, major incident, problem and change management.
- Experience supporting multi-site or international environments, ideally within retail.
- Experience managing service continuity during IT separation, carve-out or service transition programmes.
- Excellent communication and stakeholder management skills.
Desirable Experience
- ServiceNow certifications or additional service management qualifications.
- Experience within retail, fashion, apparel or luxury retail environments.
- Exposure to SIAM and COBIT frameworks.
- Experience with AI-enabled monitoring and AIOps tools.
- Familiarity with retail and enterprise applications such as SAP, e-commerce platforms, POS systems and business reporting tools.
- Knowledge of Mimecast, Netskope and modern workplace security solutions.
- Experience managing hypercare and command-centre support during major go-live programmes.
Interested?
If you have a strong background in IT Service Delivery, ServiceNow, ITIL and workplace services and are interested in this opportunity, please get in touch.
