IT Service Delivery & Operations Lead

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.

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.

• →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.

• 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.