Jobs in London - IT Service Delivery & Vendor Manager • Central London

Company: Norton Blake

Central London

IT Service Delivery & Vendor Manager, London/Hybrid, £65,000 per annum Role Overview Responsible for managing vendor relationships, IT service performance, and continual service improvement to ensure high-quality, reliable IT services that deliver business value. Key Responsibilities Vendor Management: Build and maintain strong relationships with outsourcing and technology vendors, ensuring contractual obligations, SLAs, and performance standards are met. Commercial Oversight: Optimise the IT vendor portfolio, identify cost savings and service improvements, and support procurement in contract creation and onboarding. Service Performance: Lead regular service reviews, monitor KPIs and SLAs, and drive performance reporting through dashboards and analytics. Business Partnering: Act as the main point of contact for IT services, ensuring service quality and availability meet business expectations. ITSM Excellence: Promote a strong customer experience through proactive engagement and continuous improvement of IT services. Incident & Problem Management: Oversee major incidents, root cause analysis, and proactive problem resolution to minimise service disruptions. Continuous Improvement: Develop and track Service Improvement Plans (SIPs) to enhance service delivery and maturity. Commercial & Contract Management: Ensure contracts deliver maximum value and align with the client's strategic and operational goals. Service Assurance: Lead service review meetings, present transparent performance insights, and contribute to IT Operations management decisions. Projects & Initiatives: Support projects related to service delivery, vendor management, and operational maturity. Skills & Experience Proven leadership and team development in IT Service Operations. Strong commercial, contractual, and vendor management experience (including SIAM). In-depth knowledge of IT infrastructure, networks, and emerging technologies. Expert understanding of ITIL principles and service performance metrics (SLAs, KPIs). Strategic thinker with strong analytical, problem-solving, and reporting skills. Financial management capability including forecasting and budgeting. Excellent communication, stakeholder engagement, and presentation skills. Experience managing multiple priorities and delivering under pressure. Knowledge & Qualifications 10+ years' experience managing technical IT service teams (Incident, Problem, Change). Expert in ITIL; familiarity with COBIT, ISO27001, and service assurance frameworks. Understanding of Cloud, Digital Transformation, and Service Design. Knowledge of vendor procurement (RFI/RFP), financial management, and business continuity planning. Ability to translate technical concepts into business language and influence senior stakeholders.