Service Delivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite) Here at Burns Sheehan, we are working exclusively with a leading name in the Real Estate sector as they look to hire a Service Delivery Manager to join their Technology Services function on an initial 12-month fixed-term basis. This is a hybrid role that sits between Service Delivery and Helpdesk Management where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management. The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate. Core Responsibilities: Lead the day-to-day operations of the internal IT support team Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly Maintain oversight of core ITSM processes which includes - incident, request, and change management Participate in weekly delivery/change meetings, helping to shape the approach and assess business impact Guide operational tooling improvements and help prioritise internal service enhancements Manage relationships with suppliers for hardware, mobile, and connectivity reviewing contracts and spend What They’re Looking For: Experience in IT Service Delivery or Helpdesk / IT Operations Management Managing escalations and working closely with internal teams ensuring service quality Good working knowledge of core Microsoft tools – Office 365, Intune, Active Directory Familiarity with ITSM platforms (e.g. Freshservice, ServiceNow, Jira) Strong communicator - able to work with technical and non-technical stakeholders alike Some exposure to change management and helping shape technical delivery would be useful ITIL knowledge or equivalent experience preferred This is a great fit for someone who enjoys variety and thrives in a visible, hands-on service leadership role. While deep technical skills aren’t required, a solid grounding in IT operations and service environments is important. Sound Interesting? Feel free to Apply and I will get back to you accordingly Service Delivery Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Onsite)