IT Service Delivery & Operations Lead

Position Summary

We are looking for an IT Service Delivery & Operations Lead to coordinate the day-to-day running of IT helpdesk, infrastructure, network and security operations. You will lead daily stand-ups, track incidents and escalations, keep customers informed, and help technical teams meet agreed service standards.

This hands-on, customer-facing role suits an experienced IT helpdesk, service desk or technical-support professional with strong ITIL service-management knowledge, sound IT foundations and excellent communication. You will work closely with the Global Service Delivery Lead and specialist teams, taking ownership of operational coordination and follow-through. Formal people-management experience is not required.

Job Details

Work Setup

Hybrid. Work from home initially, with short weekly office meetings (around 1–2 hours). Office attendance will gradually increase as the team grows, potentially to 2–3 days per week.

Schedule

Monday to Friday | 9 AM to 6 PM UK time, with exceptions considered for strong candidates. As part of a 24/7 operation, the schedule may change over time to support shift and on-call coverage.

Holidays

UK holidays initially, subject to change as service coverage and rota arrangements develop.

Responsibilities

• Lead daily stand-ups, workload and ageing-ticket reviews across helpdesk, infrastructure, network and security operations, ensuring incidents and requests are prioritised, assigned, progressed and closed within agreed SLAs.
• Apply incident, request, problem, change and escalation processes, including testing, rollback plans, documentation and timely escalation to service leadership.
• Handle customer queries, complaints and operational escalations calmly, explain service status and next steps, and join client service reviews.
• Coordinate client onboarding, offboarding and service transitions, including user/device provisioning, access, runbooks, monitoring, support routes and escalation paths before go-live.
• Track Microsoft 365, Entra ID, Windows/macOS, endpoint, network, secure remote access and cloud tasks, including patching, health checks, backups, monitoring, asset records and remediation.
• Coordinate specialist teams, third-party service providers and technology partners, maintaining clear ownership and follow-through across service streams.
• Ensure security alerts are triaged, investigated, escalated and documented; coordinate phishing, identity, endpoint containment, vulnerability and security hygiene actions using runbooks and specialist support.
• During major incidents, coordinate actions, timelines, communications and handovers while the technical incident commander leads the technical response.
• Maintain accurate tickets, knowledge articles, runbooks, change records, audit trails and shift handovers, protecting confidentiality and service quality.
• Maintain SLA and KPI dashboards covering response/resolution, backlog age, recurring incidents, rework, client satisfaction, productivity, capacity and security hygiene; use findings to drive service improvements.
• Identify false positives, control gaps, bottlenecks and manual work; collaborate with engineering on SOAR, endpoint, onboarding and reporting automation, using approved scripts and AI responsibly.
• Support rota, workload, leave and shift coverage planning with the Service Delivery Manager, balancing service quality, utilisation and cost.
• Support colleague onboarding, coaching, knowledge sharing and service-quality improvements as the operation and team grow.
• Provide accurate operational information and practical input for new customer transitions, capacity needs, service reviews and ongoing improvements.

Qualifications

• Practical customer-facing experience in an IT helpdesk, service desk, technical-support (including BPO support) or infrastructure-support environment.
• Strong understanding of ITIL service-management practices, including incident, request, problem, change, SLA and escalation management.
• Excellent written and spoken English, customer empathy and confidence handling challenging customer situations with international clients.
• Ability to guide technical teams, lead focused operational discussions and follow up actions through to completion.
• Sound IT knowledge across users, endpoints, identity/access, networking and support workflows, with enough basic security understanding to recognise issues and involve specialists.
• Strong organisation, prioritisation and problem-solving skills, with accurate reporting and attention to service quality.
• Discipline in documentation, change control, confidentiality and escalation, together with a willingness to learn new services and tools.

Nice to Have

• Experience in an MSP, MSSP or other multi-client managed services environment supporting international customers.
• Experience with Microsoft 365, Entra ID, endpoint administration, secure remote access, cloud operations and PSA/ITSM tools such as HaloPSA or equivalent.
• ITIL 4 or relevant Microsoft, CompTIA, networking or security certifications. ITIL knowledge is required; a specific ITIL certification is not mandatory.
• Exposure to EDR/XDR, phishing response, vulnerability follow-up, security incident coordination, SIEM/SOAR or frameworks such as ISO 27001 and SOC 2.
• Experience with service dashboards, workflow automation, approved AI tools, PowerShell/Python, APIs or Power BI.
• Experience coordinating shifts, coaching colleagues, preparing service reviews, or analysing capacity and cost-to-serve in a support operation.
• German, French or Spanish language skills.