About the Role
This role is responsible for ensuring the seamless and compliant delivery of IT services across internal teams and external vendors. With a strong emphasis on IT governance, you’ll embed ITIL principles, uplift service maturity, and enforce structured performance management. Working across a dynamic and evolving technology function, you'll influence operational standards, lead service improvement initiatives, and play a key role in aligning service delivery to business outcomes.
Key Responsibilities
- Monitor and govern IT services against SLAs, KPIs, and contractual obligations
- Oversee vendor performance, driving accountability and improvement plans
- Collaborate with infrastructure and delivery teams on change initiatives
- Improve ITIL practices across internal and external providers
- Promote compliance and service excellence across all IT operations
- 5+ years’ experience in IT service delivery or operations
- Proven success managing outsourced vendors in multi-supplier settings
- Strong understanding of ITIL (v4 preferred) and experience with tools like ServiceNow
- Familiarity with infrastructure, networking, and cloud environments
- Skilled at balancing governance, performance, and stakeholder needs
- Microsoft Azure certification (e.g. AZ-900: Microsoft Azure Fundamentals)
- ITIL Foundation certification (version 3 or above)
- Project delivery certification (Agile or similar)