IT- Service Delivery Manager

Our client is currently recruiting for the position of IT Service Delivery Manager, based in Aberdeen.

Please note that this role will require the succesful candidate to be based in the Aberdeen/Aberdeenshire area s the role cannot be worked remotely.

Candidates will need to have a UK Right To Work valid for a minimum of 12 months from start date.

Responsibilities:

• Manage and govern performance of all outsourced IT service providers across infrastructure, cybersecurity, applications, and ITSM domains. (MSPs, MSSPs, application vendors).
• Serve as the single point of contact for escalations related to service delivery performance.
• Lead regular service review meetings with vendors and internal stakeholders.
• Ensure adherence to contractual SLAs, KPIs, and compliance requirements and contractual commitments.
• Lead service review meetings, performance reporting, and vendor accountability forums.
• Support commercial discussions, including renewals, variation agreements, and cost optimisations.
• Monitor and report on service levels, identifying trends and areas for improvement.
• Define and enforce performance metrics, reporting standards, and escalation procedures.
• Coordinate service improvement plans (SIPs) with vendors when required.
• Maintain oversight of core ITIL processes including incident, change, request, and problem management.
• Ensure timely resolution of service issues and effective communication with stakeholders.
• Lead or support major incident response and post-incident reviews (PIRs).
• Ensure service providers meet agreed cybersecurity and compliance standards (e.g., ISO 27001, NIST).
• Support cybersecurity incident response coordination with MSSPs and internal risk teams.
• Monitor security-related SLAs, threat management services, and regular vulnerability assessments.
• Work with internal audit and compliance teams to facilitate IT controls and risk assessments.
• Track service consumption and costs; validate vendor invoicing and ensure value for money.
• Support contract renewals, vendor evaluations, and sourcing strategy development.
• Participate in budget planning for outsourced IT services.
• Champion and oversee the delivery of ITSM processes aligned with ITIL best practices.
• Ensure accurate and timely reporting through ITSM tools (e.g., ServiceNow).
• Drive continuous improvement initiatives across service operations and user experience.
• Act as the escalation point for service issues impacting end users across business units
• Provide regular service performance updates to IT leadership and business stakeholders.
• Communicate service performance, risks, and improvements to stakeholders at various levels.
• Facilitate demand management and capacity planning discussions between business units and vendors.
• Build and maintain strong relationships with internal departments (e.g., Operations, HSE, Engineering, Finance).

Experience & Qualifications:

• Relevant experience in IT service delivery, preferably in energy, oil & gas, or industrial environments.
• Demonstrable experience managing fully outsourced service delivery models.
• Strong understanding of enterprise IT infrastructure, cybersecurity operations, and application services.
• Experience with vendor governance frameworks, SLA/KPI enforcement, and contract management.
• Solid grasp of ITIL processes, practices and tooling.
• Experience managing multi-vendor outsourced environments.
• Proven ability to manage vendor performance, contracts, and governance processes.
• Strong stakeholder communication and vendor negotiation skills.
• Experience with service management tools (e.g., ServiceNow, BMC, Cherwell).
• UK work authorisation required.
• ITIL v4 Foundation (Intermediate or Expert desirable).
• Exposure to OT/ICS (Operational Technology / Industrial Control Systems) integration challenges.
• Experience working with service providers in a regulated industry or safety-critical environment.
• Knowledge of cybersecurity frameworks (NCSC CAF, NIST CSF, etc.) and data protection laws (e.g., UK GDPR).

Contract position

If you feel that you are well suited to the above opportunity and would like to find out more then please contact Orion Group for more information or apply by forwarding your current CV quoting reference: TR/078969.

Our role in supporting diversity and inclusion

As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.