ICT Service Delivery Manager

Our client, a global advisory firm, is seeking an experienced hands-on Service Delivery Manager to lead our helpdesk across our Americas offices, based in our New York office. The successful candidate will provide strong leadership and direction to a distributed support team, ensuring a high level of service delivery, consistency, and customer satisfaction across the region.

This role requires an individual with proven management experience in a professional services environment, a deep understanding of ITIL principles, and the ability to work closely with senior stakeholders to align ICT services with business needs. The Service Delivery Manager will report to the Group Head of ICT Service Delivery and play a key role in shaping regional service strategy and performance.


Key Responsibilities
• Lead and manage the New York–based ICT service team, ensuring delivery of exceptional support across all U.S. offices.
• Oversee regional ICT service performance, ensuring quality of service, and continual improvement.
• Serve as the primary escalation point for regional issues, providing hands-on guidance and ensuring timely, high-quality resolutions.
• Partner with the global ICT leadership team to align processes, reporting, and standards across all regions.
• Manage regional ICT budgets, and spend controls, ensuring efficiency and alignment with business priorities.
• Maintain strong relationships with senior stakeholders, ensuring transparent communication and service visibility.
• Conduct regular service reviews, including reporting on KPIs, incident trends, and user satisfaction.
• Vendor and supplier management for the Americas region, including contract performance and service improvement planning.
• Oversee the Joiners, and Leavers processes, ensuring effective onboarding and offboarding experiences.
• Mentor and develop team members, fostering a culture of accountability, ownership, and professional growth.

Knowledge, Skills, and Competencies
• Minimum 5 years’ experience in an ICT Helpdesk Desk management role, ideally within a professional service or consultancy environment.
• Proven track record of managing medium-sized teams across multiple office locations.
• Strong leadership presence with the ability to engage and influence senior management and articulate complex issues clearly.
• Hands-on technical knowledge of Microsoft 365 and Entra ID (Azure Active Directory), Microsoft Azure, and Intune.
• Familiarity with audio and video conferencing tools such as Microsoft Teams and Zoom.
• Strong understanding of security threats, compliance, and best practice principles.
• Experience with vendor and supplier management.
• Strong analytical and reporting skills, including use of dashboards, and KPI metrics.
• Experience in budgeting and cost management at a regional level.
• Excellent communication and interpersonal skills, with a proactive and service-oriented approach.
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Please submit your resume for consideration!