Senior Manager – IT Service Delivery & Support Services Job at Hammersmith Full Time NEW

The Context

Our data centers run a zero-downtime, multi-site Active-Active architecture powered by Palo Alto, Cisco, F5, Juniper, HPE, Red Hat, and Microsoft technologies. But infrastructure is only as valuable as the end-user experience it enables. We are now seeking a Senior Manager, IT Service Delivery & Managed Support to be the human and process firewall between that complex infrastructure and the 10,000 global end-users who depend on it every second of their working day.

This role owns the entire end-user support lifecycle. You are the last line of defense before an issue reaches the executive floor.

The Mission

Deliver flawless IT service and support to 10,000 internal users across multiple countries, ensuring their access to business-critical applications and Microsoft 365 productivity tools is uninterrupted, intuitive, and invisible. When the infrastructure beneath them shifts—whether a planned failover test between data centers or an unexpected event—your users feel nothing but continuity.

Key Responsibilities

1. Global Service Desk Leadership (L1 & L2)

· Directly manage and mentor a multi-country team of Level 1 and Level 2 support engineers and their team leads, fostering a culture of ownership, empathy, and technical precision.

· Own the 24/7 follow-the-sun support model, ensuring seamless handoffs between regions and consistent service quality regardless of geography or language.

· Define and enforce SLAs for initial response, resolution, and user communication, measured against a 10,000-user baseline with high expectations.

2. Escalation Mastery: The Executive Shield

· Build and operate a rigorous escalation framework that resolves issues before they reach the executive team. You are the ultimate technical and managerial escalation point for end-user services.

· Personally handle complex, politically sensitive, or business-critical escalations, communicating with senior stakeholders in clear business terms while driving technical resolution behind the scenes.

· Establish an early-warning system using ticket trend analysis, sentiment monitoring, and proactive health checks across Microsoft 365, endpoint performance, and application access to detect and defuse problems before a single executive email is sent.

3. Microsoft 365 & Application Access Enablement

· Own the end-user experience for the entire Microsoft 365 ecosystem: Exchange Online, Teams, SharePoint, OneDrive, and the Office suite, ensuring these tools feel instantaneous and always-available to a distributed workforce.

· Collaborate closely with the Data Center & Infrastructure Senior Manager to translate complex backend changes (Active-Active traffic shifts, Palo Alto policy updates, F5 GTM modifications) into zero-user-impact transitions. You advocate for the end-user in every infrastructure change advisory board.

4. Service Delivery & Continuous Improvement

· Drive a metrics-obsessed culture. Define KPIs that matter—Mean Time to Resolve (MTTR), First Contact Resolution (FCR), Customer Satisfaction (CSAT)—and lead initiatives to continually improve them.

· Identify recurring friction points requiring engineering investment and champion those business cases, using 10,000-user scale data to justify decisions.

· Manage the ITSM platform as a product, ensuring workflows, automation, and knowledge bases reduce manual effort and accelerate resolution.

What You Bring (Must-Haves)

· Large-Scale Service Leadership: 8+ years in IT service delivery or end-user support, with at least 3 years managing L1/L2 teams supporting 10,000+ users across multiple countries.

· Microsoft 365 Mastery: You know Exchange Online, Teams, SharePoint, and Office 365 administration and troubleshooting at a level that earns immediate credibility with your engineers. You understand what “degraded performance” looks like on a Service Health Dashboard and how to respond before users notice.

· Escalation Intuition: Proven experience as the final escalation point for end-user services. You’ve personally de-escalated situations that were one step from the CIO or VP level, combining technical diagnostic thinking with calm, authoritative communication.

· Multi-Country Team Builder: Experience leading culturally and linguistically diverse teams across time zones. You know how to build cohesion and trust without hallway conversations.

· Infrastructure Empathy: While your world is end-user computing, you speak the language of data center teams. You understand how a network change or server failover can ripple into the user experience and can collaborate with infrastructure peers proactively, not reactively.

· ITSM Process Excellence: Deep experience with ITIL (or similar) frameworks applied pragmatically, not dogmatically. You’ve tuned tools like ServiceNow, Jira Service Management, or equivalent to match the complexity of your environment.

Why This Role Matters

You are the human face of a deeply technical organization. The infrastructure team keeps the lights on; you ensure those lights illuminate meaningful, productive work for 10,000 people every day. This is a high-impact, high-visibility role reporting to senior leadership with the mandate to redefine what world-class support looks like.

Apply Now if you are ready to lead from the front, shield the business from disruption, and deliver an IT support experience worthy of our zero-downtime infrastructure.

Pay: From £101,500.00 per year

Benefits:

• Company car
• Company pension
• Life insurance
• On-site parking

Work Location: In person