Hybrid IT Delivery Manager

at 54

• Job title: IT Delivery Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SDLC, ServiceNow
• Location requirements: Hybrid, Wimbledon, United Kingdom

About the role

• IT Delivery Manager combining partner management and project management for smooth IT operations. Collaborating with stakeholders to ensure effective communication and high-quality project delivery.

Responsibilities

• Serve as the primary point of contact for external IT support partners, ensuring service levels and performance standards are consistently met.
• Act as the main liaison for the service desk and coordinate issue escalation.
• Maintain and evolve operational documents, including RACI matrices, workflows, and process documentation.
• Collaborate with internal teams and external partners to ensure clear communication, accurate requirements, and operational alignment.
• Maintain and document workflows in line with ITIL best practices.
• Monitor endpoint security, MFA and SSO adoption, and overall compliance with IT policies.
• Oversee IT project timelines, budgets, risks, and deliverables to ensure successful execution of programmes and initiatives.
• Support project teams and stakeholders in managing complex technical projects, ensuring deadlines and expectations are met.
• Evaluate vendor performance, identify improvement opportunities, and provide structured, data‑driven recommendations.
• Prepare and escalate critical issues to senior leadership with clear updates, risks, and proposed solutions.
• Drive innovation and lead new technology initiatives.

Requirements

• Proven experience in account management, vendor management, or partner relationship management.
• Strong organisational skills with the ability to document and maintain processes effectively.
• Knowledge of ITIL frameworks and IT operational processes.
• Familiarity with tools such as Microsoft administration portals, ServiceNow, or similar systems.
• Excellent analytical, communication, and problem‑solving skills.
• Proactive, collaborative, and detail‑oriented with a hands‑on approach to challenges.
• Experience of managing IT budgets.
• Basic understanding of databases and core IT operations.
• Experience with SaaS (e.g. CRMs, Project Management platforms, DAMs).
• Exposure to Lean Six Sigma or other process‑improvement methodologies.
• Familiarity with the Software Development Life Cycle (SDLC) to support technical project activities.

Benefits

• Competitive Salary
• Annual Discretionary Company Bonus – up to 8% - 3% Company & 5% Individual
• 25 days annual leave (+ public holidays), pro-rated
• Employee Assistance Program (EAP)
• Private Healthcare
• Staff Clothing
• Working hours will be from 09.00 to 17.30 with an hour taken for lunch between 12.00 and 14.00