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.